All of the following are parts of the second step (analyzing the solution) except

Sometimes, it is not enough to just cope with the problems – they need to be solved.

Most people engage in problem solving every day. It occurs automatically for many of the small decisions that need to be made on a daily basis.

For example, when making a decision about whether to get up now or sleep in for an extra 10 minutes, the possible choices and the relative risks and benefits of obeying the alarm clock or sleeping later come automatically to mind.

Larger problems are addressed in a similar way. For example: “I have tasks that need to be done by the end of the week. How am I going to get them all done on time?”

After considering the possible strategies, 1 is chosen and implemented. If it proves to be ineffective, a different strategy is tried.

People who can define problems, consider options, make choices, and implement a plan have all the basic skills required for effective problem solving.

Sometimes following a step-by-step procedure for defining problems, generating solutions, and implementing solutions can make the process of problem solving seem less overwhelming.

Six step guide to help you solve problems

Step 1: Identify and define the problem

• State the problem as clearly as possible. For example: “I don’t have enough money to pay the bills.”
• Be specific about the behaviour, situation, timing, and circumstances that make it a problem. For example: “I need to pay the phone and gas bills, and I don’t have enough money to cover both this month.”

Step 2: Generate possible solutions

• List all the possible solutions; don’t worry about the quality of the solutions at this stage.
• Try to list at least 15 solutions, be creative and forget about the quality of the solution.
• If you allow yourself to be creative you may come up with some solutions that you would not otherwise have thought about.

Step 3: Evaluate alternatives      

• The next step is to go through and eliminate less desirable or unreasonable solutions.
• Order the remaining solutions in order of preference.
• Evaluate the remaining solutions in terms of their advantages and disadvantages.

Step 4: Decide on a solution      

• Specify who will take action.
• Specify how the solution will be implemented.
• Specify when the solution will be implemented. For example: tomorrow morning, phone the gas company and negotiate to pay the gas bill next month.

Step 5: Implement the solution

• Implement the solution as planned.

Step 6: Evaluate the outcome

• Evaluate how effective the solution was.
• Decide whether the existing plan needs to be revised, or whether a new plan is needed to better address the problem.
• If you are not pleased with the outcome, return to step 2 to select a new solution or revise the existing solution, and repeat the remaining steps.

Problem solving is something we do every day.

Some problems are small or easily solved - others are more complicated and can seem overwhelming.

One way of tackling problems is to use a specific and systematic problem solving procedure. If you’ve tried to solve certain problems without much success, try these steps out and see if they help.

Learning to solve problems effectively will help you to minimise the level of stress in your life and improve your overall sense of well-being.

Try it out and see.

Remember

• Most people engage in problem solving daily.
• Sometimes following a step-by-step process to define problems, consider options and make choices can make problem solving less overwhelming.
• You can always talk to your doctor or mental health practitioner and ask for help.

This information provided by

Acknowledgements

Centre for Clinical Interventions (CCI)

This publication is provided for education and information purposes only. It is not a substitute for professional medical care. Information about a therapy, service, product or treatment does not imply endorsement and is not intended to replace advice from your healthcare professional. Readers should note that over time currency and completeness of the information may change. All users should seek advice from a qualified healthcare professional for a diagnosis and answers to their medical questions.

See also

• Centre for Clinical Interventions
• Unhelpful thinking styles
• Depression – reversing the vicious cycle
• Anxiety – reversing the vicious cycle

Problem-solving and decision-making. Ask anyone in the workplace if these activities are part of their day and they answer ‘Yes!’ But how many of us have had training in problem-solving?  We know it’s a critical element of our work, but do we know how to do it effectively?

People tend to do three things when faced with a problem: they get afraid or uncomfortable and wish it would go away; they feel that they have to come up with an answer and it has to be the right answer; and they look for someone to blame. Being faced with a problem becomes a problem. And that’s a problem because, in fact, there are always going to be problems!

There are two reasons why we tend to see a problem as a problem: it has to be solved and we’re not sure how to find the best solution, and there will probably be conflicts about what the best solution is. Most of us tend to be “conflict-averse”. We don’t feel comfortable dealing with conflict and we tend to have the feeling that something bad is going to happen. The goal of a good problem-solving process is to make us and our organization more “conflict-friendly” and “conflict-competent”.

There are two important things to remember about problems and conflicts: they happen all the time and they are opportunities to improve the system and the relationships. They are actually providing us with information that we can use to fix what needs fixing and do a better job. Looked at in this way, we can almost begin to welcome problems! (Well, almost.)

Because people are born problem solvers, the biggest challenge is to overcome the tendency to immediately come up with a solution. Let me say that again. The most common mistake in problem solving is trying to find a solution right away. That’s a mistake because it tries to put the solution at the beginning of the process, when what we need is a solution at the end of the process.

Here are seven-steps for an effective problem-solving process.

1. Identify the issues.

• Be clear about what the problem is.
• Remember that different people might have different views of what the issues are.
• Separate the listing of issues from the identification of interests (that’s the next step!).

2. Understand everyone’s interests.

• This is a critical step that is usually missing.
• Interests are the needs that you want satisfied by any given solution. We often ignore our true interests as we become attached to one particular solution.
• The best solution is the one that satisfies everyone’s interests.
• This is the time for active listening. Put down your differences for awhile and listen to each other with the intention to understand.
• Separate the naming of interests from the listing of solutions.

3. List the possible solutions (options)

• This is the time to do some brainstorming. There may be lots of room for creativity.
• Separate the listing of options from the evaluation of the options.

4. Evaluate the options.

• What are the pluses and minuses? Honestly!
• Separate the evaluation of options from the selection of options.

5. Select an option or options.

• What’s the best option, in the balance?
• Is there a way to “bundle” a number of options together for a more satisfactory solution?

6. Document the agreement(s).

• Don’t rely on memory.
• Writing it down will help you think through all the details and implications.

7. Agree on contingencies, monitoring, and evaluation.

• Conditions may change. Make contingency agreements about foreseeable future circumstances (If-then!).
• How will you monitor compliance and follow-through?
• Create opportunities to evaluate the agreements and their implementation. (“Let’s try it this way for three months and then look at it.”)

Effective problem solving does take some time and attention more of the latter than the former. But less time and attention than is required by a problem not well solved. What it really takes is a willingness to slow down. A problem is like a curve in the road. Take it right and you’ll find yourself in good shape for the straightaway that follows. Take it too fast and you may not be in as good shape.

Working through this process is not always a strictly linear exercise. You may have to cycle back to an earlier step. For example, if you’re having trouble selecting an option, you may have to go back to thinking about the interests.

This process can be used in a large group, between two people, or by one person who is faced with a difficult decision. The more difficult and important the problem, the more helpful and necessary it is to use a disciplined process. If you’re just trying to decide where to go out for lunch, you probably don’t need to go through these seven steps!

Don’t worry if it feels a bit unfamiliar and uncomfortable at first. You’ll have lots of opportunities to practice!

Tim Hicks

Tim Hicks is a conflict management professional providing mediation, facilitation, training, coaching, and consulting to individuals and organizations. From 2006 to 2014 he led the Master’s degree program in Conflict and Dispute Resolution at the University of Oregon as its first director. He returned to private practice in 2015. Tim is… MORE >

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