Problem SolvingProblem SolvingDecision MakingDecision Making

Conflict ResolutionConflict ResolutionHealth Team RelationsHealth Team Relations

Tina Marie Hunt, RN, BSNTina Marie Hunt, RN, BSN

Problem Solving ProcessProblem Solving Process

• Two important things to remember

– Problems and conflicts happen all the time– Use this time to improve the situation or

relationship

Three common things people do Three common things people do when facing problemswhen facing problems

• Wish it would go away because they are uncomfortable or afraid

• Find an answer – right answer, right now

• Look for someone to blame

Two reasons why we see a Two reasons why we see a problem as a problemproblem as a problem

• It has to be solved and we’re not sure how to find the best solution

• There will be conflicts about the solution to the problem

Conflict - averseConflict - averse

• Feeling uneasy about dealing with conflict because we feel something bad is going to happen.

• Goal- become conflict friendly and competent.

Biggest Challenge for Biggest Challenge for problem solvingproblem solving

• Trying to come up with a solution immediately

• Note: the solution should be at the end of the process, not the beginning.

Seven Steps to Seven Steps to problem solving processproblem solving process

1. Identify the issues

• Be clear about what the problem is.• Perception is a key factor- everyone has

their own opinion.

Seven Steps to Seven Steps to problem solving processproblem solving process

2. Understand everyone’s interest

• Critical step- time for listening – omit personalities

• Interests are the needs that you want satisfied by any given solution.

• Best solution is one that satisfies everyone’s interest.

Seven Steps to Seven Steps to problem solving processproblem solving process

3. List possible solutions

• creative brainstorming

Seven Steps to Seven Steps to problem solving processproblem solving process

4. Evaluate the options• What are the pro’s and con’s?

5. Select an option or options.• Is there an option or a variety of options that

can be used together to get a solution.

Seven Steps to Seven Steps to problem solving processproblem solving process

6. Document the agreement(s)

• Don’t relay on your memory• Putting it on paper allows a more detailed

thought process.

Seven Steps to Seven Steps to problem solving processproblem solving process

7. Agree on contingencies, monitoring, and evaluation.

• Change occurs, be prepared• Create chances to monitor compliance and follow up• You may have to do one step more than once. • Always use a disciplined problem solving process

Blocks to problem solvingBlocks to problem solving

1. Fear of failure

2. Tunnel vision

3. Over seriousness

4. Over certainty

5. Binding customs

6. Fear of the unknown

7. Command Pressure

Blocks to problem solvingBlocks to problem solving

8. Failure to properly identify the problem

9. Failure to communicate or seek advice

10. lack of adequate information to make valid assumption

11. not involving everyone

12.Not identifying the desired outcome.

Decision Making ProcessDecision Making Process

• Decision- act of making a choice or coming to a solution

• Risk- element of danger

• Precaution- action taken to prevent or decrease the element of risk in an event

• Consequence- result of an action

Steps of decision making processSteps of decision making process

1. State the situation that requires a decision.

2. List choices

3. Make a decision and act on it.

4. Evaluate the decision

Note: Effective decision making skills promote individual, family and community health.

Conflict ResolutionConflict Resolution

• The act of settling any dispute or disagreement between two or more individuals without it resulting in violence or court costs.

Organizational Conflict ResolutionOrganizational Conflict Resolution

• Conflicts that arise within an organization. The type is dependent upon the organization. Some examples are as follows:– Educational institutions– Religious– Non-profit– governmental

Conflict MediationConflict Mediation

• An individual designated to act as a neutral party to help other individuals resolve conflicts. This empowers the individuals to make a decision, agree among each other, and grow from the experience. Mediator must remain neutral.

Tips for being successfulTips for being successful

• Communicate effectively– Listen actively

• Educate yourself on a daily basis– Read, it increases your thought processes

• Believe in yourself– In order to succeed, you must believe

• Set realistic goals– Be honest with yourself- Is it Possible?

ReferencesReferences

• CRInfo: http://v4.crinfo.org/browse.jsp?nid=2221

• Pacific Business News: http://pacific.bizjournals.com/pacific/stories/1999/12/20/smallb2.html?t=printable

• Tim Hicks, Innovation Network: http://www.thinksmart.com/articles/7steps.html