Problem
What is a problem?
A problem is when two or more people disagree
What is a solution?
Something that solves the problem or helps to deal with a difficult situation. Answer to a problem.
What is another word for consequence?
Outcome; Result; Effect
You woke up an hour late for work and missed your bus for work. The next bus does not come until 30 minutes later, so now you will be 2 hours late for work. What do you do?
Call your boss and tell him you will be late. Call a friend or family member and ask for a ride to work.
How many sides are there to every problem?
Two or more
What will help you find a solution to a problem when two or more people disagree?
Compromise
How can you determine what the consequences of a solution would be?
Think of what could go right or wrong
You and your co-worker have to clean ten rooms together every day. Your co-worker and friend makes personal phone calls during work and would rather text than do the work. In the mean time, you have been working hard cleaning the classrooms and doing most of the work. What is the problem?
Co-worker - busy on the phone or doing something else; You - doing most of the work by yourself
What should a problem state?
What people need or want
What is a compromise?
A compromise is when both sides make an agreement so that they both get what they want and are happy with the solution.
What is a consequence?
Things that happen as a result of your actions; A result, effect or outcome of a particular action or situation.
What is the purpose of thinking first and then acting?
To make the best and most appropriate decision. Figure out the best solution
Your boss has asked you to mow the lawn, trim the bushes, and plant flowers all in three hours. You are unable to finish the tasks. Your boss yells at you about not being able to complete the tasks. What are possible solutions?
Explain to your boss that you don't have time to complete them today, but you can do them tomorrow. Speak to boss about needing help to complete all the tasks in three hours.
In order to find the other person's problem, what do you need to do?
Put yourself in their shoes. Ask them what they need, want, or what's wrong
What makes a bad solution?
When one person is happy and the other one is upset with the solution. Not solving both problems
What is the purpose of thinking about the consequences first?
Thinking about the consequences first will help you pick the best solution.
How can you determine if your step is an action step?
They have to be observable (someone sees you completing this step).
You recently started a new job and a customer asked you to look up an item in other stores. You do not know how to look up the item. Your solution is to ask a co-worker. What are the consequences?
The co-worker will help you or tell you who to ask if he/she does not know the answer.
A customer tells you that she asked for no pickles because she is allergic and her hamburger contained pickles. You apologize, but according to company rules, that is all you can do. She is not pleased with that response. What is the problem?
Customer - Did not get the right order; You (worker) - You're unable to give her a new hamburger
Shoes have been missing from the store. You want to report the stolen items to your boss, but you don’t want him to think you stole the shoes. What is your solution?
The solution is to tell the boss about the missing shoes.
Your solution to a boss yelling at you is to yell back. What are the consequences of your actions?
Getting fired/loosing your job; Not finding a compromise
Your solution is to calm the customer down. What would be the action step for this solution?
Apologize; Talk to the customer in a quiet voice
Your boss lets your co-worker take frequent breaks. However, when you have asked to take a break, your boss says no. You think this is not fair. What should be your first action step?
Set up a time to speak to the manager