WELCOME

1. WELCOME Solving Workplace Problems Presented by Lynne Couture Problem Solving Subject Matter Expert

2. Purpose-Process-Payoff of Today’s Telebridge • Purpose: To introduce you to the purpose and scope of Solving Workplace Problems • Improve process performance • Correct process deficiencies • Attain higher levels of organizational performance • Solve even the most complex problems-step-by-step • Provide a common language for solving workplace problems 1

3. Purpose-Process-Payoff of Today’s Telebridge • Process: • Define/discuss Problem Solving Tools • Take an assessment • Discuss the Problem Solving Process • Overview SWP skill steps, objectives, design, and audience • Complete some exercises • Overview behavioral modeling and job-specific skill practice • Conclude • Payoff: You’ll be in a better position to assess the potential value of SWP for your organization. 2

4. Who Can Benefit from the Workshop? Any leader who is responsible for improving performance and finding solutions to complex problems with his/her people: • Senior Executives • Department Heads • Functional (IT, HR, etc.) Managers • Sales Managers • Team Leaders • First Level Supervisors • Others? 3

5. Problems are all around us • Why are sales declining? • How do we get more people participating in meetings? • Why isn’t our team winning more games? • How can we get a new product to market faster? • Why are we getting so many defects from production line # 10? 4

6. Objectives (cont.) Types of Problems • Hospital: • Patients waiting too long to see emergency room physician • Manufacturing: • Manufacturing not meeting production targets • Non-profit: • Donors not giving as much as prior year • Schools: • Parents are not attending school meetings 5

7. Objectives of Solving Workplace Problems When you have completed this workshop on Solving Workplace Problems, you will be able to: • Follow an orderly, step-by-step problem-solving process • Write problem statements that clearly define problems encountered in work situations • Assess the contexts of problems • Analyze the likely root causes of problems • Involve team members in evaluating the root causes and possible solutions • Create plans to implement solutions to problems • Agree and support implementation 6

8. Program Design – Activities and Flow • Introduction: Opening…Pre-Test…Objectives… Introductions/Expectations…Benefits…Key Terms …Awareness Exercise…Content Teach-backs…Action Verbs…Problem-Solving Tools…Problem Solving Exercises…Case Study Exercise. • Job-Specific Practice: Worksheet Creation…Introduction…Skill Practice…Discuss • Summarize and Close: Post-Test… Summary... Application Job Aids and Tools 7

9. Our Design Intent -- Make it… • Interesting – Hold the learner’s attention and motivate learning. • Important – They say, “This is really going to help me!” • Relevant -- The content and skills have immediate utility. • Active Learning – Lots active of involvement throughout program. • Skill-Based – They can do something when they are done. 8

10. What’s the Connection to the Supervision Series Core Modules? • Essential Skills of Leadership • Maintain Team Member Self-Esteem. • Focus on Behavior. • Encourage Team Member Participation. • Essential Skills of Communicating • Create a Climate of Open Communication. • Design Clear, Concise Messages. • Manage Nonverbal Behaviors Effectively. • Listen to Communicate. 9

11. So, Why Bother? From the Team Member’s Point of View: • “I am more committed because I have participated.” • “I have a proven 5 step process to follow and a common language that everyone understands” • “I focus my energy on the most important things – results.” • “I will perform and judge my work against a clear, measurable standard.” • “My team leader will have a more objective standard to observe, coach and evaluate my performance.” 10

12. Teach Back Exercise 2A – Components of a Problem • Controllable Factors • Uncontrollable Factors • Constraints • Outcome 11

13. Teach Back Exercise 2B – Methods of Problem-Solving • Intuition • Rating System • Rational, Systematic • Contextual Approach 12

14. Teach Back Exercise 2C – Possible Outcomes of a Problem • Solution • Resolution • Dissolution • Conflict 13

15. Tools-Flow Chart Yes No Typereport Organizein-formation Report produced Makecopies Any errors? Distributereport Beginproducing report Enoughcopies? Yes No 14

16. Tools-Pareto Chart Pareto Chart Number of Instances Cause #1 #2 #3 #4 #5 15

17. Tools-Fishbone Diagram People Materials Properly staffed? Enough Training? Problem Customer Service not following through withcomplaints Slow computers? Unclear policy? Enough workstations? Policies/Procedures Plant 16

18. Tools-Gantt Chart Task 1 2 3 4 5 6 7 0 5 10 15 Time Days 17

19. Step 1:Identify theProblem Step 5:Feedbackand Follow-Up Step 2:Identify theCause Step 4:Implement the Solution Step 3:Select BestSolution Steps in Solving Workplace Problems 18

20. Objectives (cont.) Step 1: Identify the Problem • Write a problem statement • Determine the magnitude • Determine your authority • Decision to act 19

21. Writing Problem Statements • What is the problem? • How do you know it is a problem? • Where has this problem occurred? • When has it occurred? 20

22. Step 2: Identify the Cause • Identify whom to involve • List symptoms • List possible causes 21

23. Step 3: Select Best Solution • Generate alternative solutions • Identify criteria for evaluating alternatives • Weigh the alternatives 22

24. Objectives (cont.) Step 4: Implement the Solution • Evaluate resources • Assign responsibilities • List tasks and completion dates • Identify whom to inform 23

25. Step 5: Feedback and Follow-Up • Identify feedback that will be used to measure progress • Identify what criteria you will use to determine if the solution is a success. • Determine what follow-up will be required for implementation success 24

26. Step 1:Identify theProblem Step 5:Feedbackand Follow-Up Step 2:Identify theCause • Identify whom to involve. • List symptoms. • List possible causes. • Evaluate resources. • List tasks, assign responsibilities, and completion dates. • Identify whom to inform. • Identify feedback. • Identify what criteria you will use. • Determine what follow-up will be used. • Generate alternative solutions.• Identify criteria for evaluating alternatives. • Weigh the alternatives. Step 4:Implement the Solution Step 3:Select BestSolution • Write a problem statement. • Determine the magnitude. • Determine your authority. • Decision to act. Steps in Solving Workplace Problems 25

27. Summary of Webinar • More tuned to the way things are done these days. • Appeals to a broader audience beyond first-level team leaders. • Use of a five-step process to effectively solve problems • Provides a common language 26

28. A Leadership Solution Leadership ESSENTIALS • Essential Skills of Leadership • Essential Skills of Communication • Developing Performance Goals & Standards • Providing Performance Feedback • Managing Complaints • Improving Work Habits • Effective Discipline • Resolving Conflict • Coaching Job Skills • Delegating • Supporting Change • Communicating Up  Classroom Workshop Online Modules Blended Combination Leadership PLUS • Hiring Winning Talent (Classroom and Online) • Leading Successful Projects (Classroom) • Motivating Team Members (Classroom) • Solving Workplace Problems (Classroom) • Retaining Winning Talent (Coming Soon) • Using Financial Data (Coming Soon) • Ethics Matter (Coming Soon) 27

29. Previews Available • You Can Preview • This Program • By Contacting Your • Vital Learning Consultant • for a Preview Package

30. Objectives (cont.) Questions and Answers Q & A

31. l e a d e r s h i p  s a l e s  s e r v i c e  p r o d u c t i v i t y