Ben Hall (Problem Solving with Pop Music)
When a problem is our fault, its never too late to do this... a song by Timbaland and OneRepublic in 2007
What is Apologize
In 1993's Hocus Pocus, Max Dennison doesn't ___ when people warn him not to light the black flame candle and bring the witches back to life. If he had taken this course, he would have known this is a skill of a good leader.
What is listen?
Peer to Peer Coaching
What is Understanding Roles
What step of 'The Big Picture' is important to address first (you can't say STEP 1).
John - "YOU always TAKE my ideas and get credit for my work Ann!!!"
Ann - "I was instructed to complete this task by our Supervisor - Matt".
STEP 1: WHAT is this really about?
- Miscommunication
What is the Costco Mission Statement?
to continually provide our members with quality goods and services at the lowest possible prices.
What to do when you don't have the authority to solve a problem on your own, part of this lyric by The Beatles - "_____ a little _____ from my friends"
What is - Get a Little Help From My Friends / Get Help
When encountering a conflict its important to understand how_____ you can be in the situation. Also an ability Elasti girl from the Incredibles is known for.
What is Flexible
Jim keeps trying to sweep the break room when cashiers need assistance. The line is out of control, and they need all hands-on deck. Jim is frustrated he is being asked to help, because Pam (his direct supervisor) told him he could not clock out until the break room is swept...
What is Understanding Goals, Understanding Procedure, Perception
Who does this scenario NOT involve?
- John, John's cube buddy, Ann and Matt
STEP 2/3: WHO is involved and who should be involved.
John's cube buddy should not be involved.
In order to isolate a solution to your problem, you must first assess this, a character on MTV's Jersey Shore
What is - The Situation
First thing to do when a conflict begins, and song title of this Taylor Swift hit from 2019
What is - You Need to Calm Down
In the Hangover, Doug, a key character, is not ____ in any of the main scenes; similar to removed manager with little interaction with an employee.
What is Involved?
Stanley (cashier) is not validating Memberships/Status while working the Register.
What is Understanding Procedure
Who is responsible for resolving the issue if John and Ann are unable to communicate to resolve it themselves?
Step 4: WHOSE decision is this to make?
Matt
When presenting a conflict and/or a problem (that is outside of your level of authority) to your senior leadership: you should define the issue and ...?
Present your solution(s).
While working with a team to solve a problem or conflict, Vanilla Ice offers these two actions in advise with these Lyrics - "Stop! _____ & _____ "
What is - Collaborate & Listen
In WWII Britain's wartime propaganda created this phrase to boost morale in times of hardship, but it wasn't until George Orwell's 1984 was made into a movie that the term "____ __ and carry on" became a worldwide phenomenon.
What is Keep Calm
Sally and Jessie are mad at Rafael. Rafael keeps calling out or leaving early when they are tasked with an urgent deadline, leaving them short staffed. Sally and Jessie talk to Rafael and he brushes it off and says "too bad".
What is Character, Understanding Values
What potential risks would be faced if the issue continues to go unresolved? Name at least 3.
- Continue to do double work, hurt feelings, retaliation, unhealthy work environment, decreased team efficiencies, loss of moral, other misunderstandings or miscommunications, HR complaints, etc...
When did the first Costco open?
9/15/83 IN SEATTLE
This Billboard No. 1 single from 2010 by Ke$ha reminds us that we have to solve our problems in a timely manner
What is - Tik Tok
Ocean's Eleven is known for a crew of specialists who ______ to pull off an elaborate heist of three Las Vegas Casinos, which is always a good approach to problem solving in a team.
What is Collaborate?
Loitering at the water cooler
What is Perception
What is the best way to ensure this conflict/problem does not occur again?
STEP 5: FOLLOW UP. As the Supervisor, Matt should follow up with the effected team members to ensure team cohesion and positive communication.
- Transparent communication within the team and from Matt.
What is the Costco Code of Ethics?
If we do these four things throughout our organization, then we will achieve our ultimate goal, which is to reward our shareholders.