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Makin’ It Makin’ It WorkWork

Lesson 6:Lesson 6:

Defining Defining ProblemsProblems

Module III: Solving Problems LogicallyModule III: Solving Problems Logically © 2008 © 2008 by Steve Parese, Ed.D.by Steve Parese, Ed.D.

Transitioning from Corrections Transitioning from Corrections to Community and the World of to Community and the World of WorkWork

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Words of Words of WisdomWisdom

“You can’t fix the problem if you

don’t know what’s wrong.”

What do you get out of this? How does it apply

to you?

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1. Read story about Anna

2. Frame our own problem statements

3. Frame reverse problem statements from the other point of view

4. Review & MiniQuiz

Today’s Today’s LessonLessonToday’s lesson will teach us how

to identify the real problem from BOTH perspectives when we’re facing a tough work-related situation.

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1.1.Problem Solving StepsProblem Solving Steps

5. 5. ChooseChoose& Act& Act

4. 4. Choices &Choices & ConsequenceConsequencess

3. 3. IdentifyIdentify GoalGoal

2. 2. DefineDefine ProblemProblem

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Problem Solving is like using a road Problem Solving is like using a road map when you’re lost in unfamiliar map when you’re lost in unfamiliar

country.country.Step 1: Stop & Think. Pull over and consult the map.Step 2: Define Problem. Figure out where you are NOW.Step 3: Identify Goal. Figure out where you WANT to be.Step 4: Consider Choices & Consequences. Weigh the pros and cons of all possible routes.Step 5: Choose & Act. Choose the best route to reach your goal. Get back on the road.

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Problem Solving is like using a road Problem Solving is like using a road map when you’re lost in unfamiliar map when you’re lost in unfamiliar

country.country.

Step 2: Define Problem. Figure out where you are NOW.

Today’s lesson focuses on

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Anna’s Story Anna’s Story 11Let’s read along on Let’s read along on page 35page 35..

““Anna had a fairly normal life Anna had a fairly normal life before she got mixed up with before she got mixed up with meth…”meth…”

Questions after reading:1. What Thinking Traps can you see Anna falling into? 2. What do you think about the advice her friends are giving her?

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About Problem Statements

Instead of just complaining, good problem solvers learn to frame problem statements that focus on what is really wrong.

Using simple problem statements helps us stay professional when things are feeling very personal.

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2. 2. Defining Defining ….. ProblemProblem

Framing GoodFraming Good ProblemProblem StatementsStatements• Start with I and tell how you

feel

• Explain the situation (just the facts)

“I feel ___________ because _____________________.”

“I am ___________ about _______________________.”EMOTIOEMOTIONN

SITUATISITUATIONON

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Damon’s Problem Damon’s Problem StatementStatement

Situation: Damon came in 15 minutes late one morning. His supervisor tried to pull him aside, but Damon played it off and acted like it was no big deal. His boss ended up yelling at him in front of his co-workers.

DAMON’S PROBLEM STATEMENT: DAMON’S PROBLEM STATEMENT: “I'm upset about the boss calling me out in front of my friends when I was only 15 minutes late.”

Why is this a GOOD statement?

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Problem Statement Problem Statement ExamplesExamples

Situation #1:Your kids have the day off from school. You’ve left them at home with your teenage sister. They’ve called you 6 times this morning complaining that they’re bored.

Complete the examples on page 36

Write a Problem Statement: “I am ________________ about ________________________.”

EMOTION FACTUAL SITUATION

“My kids are constantly calling me! How many times do I have to tell them I can’t take personal calls at work? Why can’t they just watch TV? If they call again, I’m going to get in trouble, I just know it!”

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Problem Statement Problem Statement ExamplesExamples

Situation #1:Your kids have the day off from school. You’ve left them at home with your teenage sister. They’ve called you 6 times this morning complaining that they’re bored.

Complete the examples on page 36

Good Problem Statements: ”I am worried about getting in trouble if my kids call me again today.”

"I feel aggravated because my sister isn't keeping better control of my kids."

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Problem Statement Problem Statement ExamplesExamples

Situation #2:You’re stocking shelves at a SuperCenter when an old friend walks in. The two of you spend 15 minutes laughing about old times, and get some angry looks from your coworker. Later, he reports you to the supervisor, who just tells you not to let it happen again.

Complete the examples on page 36

Write a Problem Statement: “I am ________________ about ________________________.”

EMOTION FACTUAL SITUATION

“What is this? The third grade? If he has a problem with something I did, why didn’t he come to me about it instead of reporting me? That chicken s--- will be lucky if I don’t smack him!”

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Problem Statement Problem Statement ExamplesExamples

Situation #2:You’re stocking shelves at a SuperCenter when an old friend walks in. The two of you spend 15 minutes laughing about old times, and get some angry looks from your coworker. Later, he reports you to the supervisor, who just tells you not to let it happen again.

Complete the examples on page 36

Good Problem Statements: "I feel ticked off because my coworker reported me to the supervisor instead of coming straight to me.”

”I am worried about my coworker snitching on me every time I do something wrong.”

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2. 2. Defining Defining ….. ProblemProblem

Framing ReverseFraming Reverse Problem Problem StatementsStatementsPut yourself in the other person’s

shoes. Try to imagine how s/he would feel and why.

“I guess s/he is ___________ about ________________.”

“Maybe s/he feels _______ because _______________.”

EMOTIOEMOTIONN

SITUATISITUATIONON

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Damon’s Reverse Problem Damon’s Reverse Problem StatementStatement

Situation: Damon came in 15 minutes late one morning. His supervisor tried to pull him aside, but Damon played it off and acted like it was no big deal. His boss ended up yelling at him in front of his co-workers.

REVERSE PROBLEM STATEMENT: “I guess my supervisor was upset because I kind of played it off when he tried to talk to me about being late.”

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Reverse Problem Statement Reverse Problem Statement ExamplesExamples

Situation #1:Your kids have the day off from school. They’ve called you 6 times this morning complaining that they’re bored.

Complete the examples on page 37

Reverse Problem Statement: “I guess my kids are ____________ because _________________.” EMOTION FACTUAL SITUATION

Write a Reverse Problem Statement, considering the situation from your children’s (or sister’s) point of view.

Write a Reverse Problem Statement, considering the situation from your children’s (or sister’s) point of view.

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Reverse Problem Statement Reverse Problem Statement ExamplesExamples

Situation #1:Your kids have the day off from school. They’ve called you 6 times this morning complaining that they’re bored.

Complete the examples on page 37

Good Reverse Problem Statements: ”I guess my kids are bored because they've got the day off school and nothing to do.”

"Maybe my teenage sister is overwhelmed trying to keep control of my kids."

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Reverse Problem Statement Reverse Problem Statement ExamplesExamples

Situation #2:You’re stocking shelves when an old friend walks in. The two of you spend 15 minutes laughing, drawing angry looks from your coworker.

Complete the examples on page 37

Reverse Problem Statement: “Maybe my coworker is __________ about ___________________.” EMOTION

FACTUAL SITUATION

Write a Reverse Problem Statement, considering the situation from your coworker’s point of view.Write a Reverse Problem Statement, considering the situation from your coworker’s point of view.

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Reverse Problem Statement Reverse Problem Statement ExamplesExamples

Situation #2:You’re stocking shelves when an old friend walks in. The two of you spend 15 minutes laughing, drawing angry looks from your coworker.

Complete the examples on page 37

Good Reverse Problem Statements: "Maybe my coworker was upset about having to do more than his fair share of the work.”

”I guess my coworker is nervous about what I might do if he came straight to me."

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Anna’s Problem StatementAnna’s Problem Statement

Anna was talking with the other women at Hope House, getting ready for a job interview the next day. Recall what she was feeling, and why.

What is a good problem statement for her?

ANNA’S PROBLEM STATEMENT: ANNA’S PROBLEM STATEMENT: “I am __________about _______________.”

a. "I am confused about how to handle questions about my past in tomorrow's job interview."b. "I am worried I won't get Jenna back if I don't get a job right away."c. "I am scared because I'm feeling the urge to use again."

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Group Activity

What about What about YOURYOUR Problem Problem Statement? Statement?

Think about a hot spot situation at work. Write a brief description on page 37.We will work together as a group to create good Problem Statements for your situations.

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KEY POINT #1KEY POINT #1Identifying the real issue with a problem statement keeps us focused on resolving things, instead of just complaining.

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KEY POINT KEY POINT #2#2

It is often easier to solve a workplace

problem when we can see both points of view... even if we

disagree.

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MiniQuiz #6MiniQuiz #6Let’s complete the

MiniQuiz in the workbook and review

it as a group.

√√

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Today’s Words of Today’s Words of Wisdom:Wisdom:

“You can’t fix the problem if you don’t know what’s wrong.”How does this fit in with our

lesson?

What is ONE THING you learned in this class that you will remember after

leaving?