Power Point on Jacqueline Casey

Practice Critical Thinking

Critical thinking is one of the most effective academic skills you can apply

Learning Steps:

• Apply problem solving skills• Apply conflict resolution skills

Problem Solving…

• There are five critical steps in the Problem solving process:

1. Clarify the Problem2. Gather information3. Identify alternatives4. Weigh the alternatives and decide5. Implement your action plan

1. Clarify the Problem Ask open ended questions to find out what caused the situation. You can start the questions with:WhoWhat WhereWhenWhyHow

Focus on the main problem at this stage and avoid letting smaller ones get in the way.

2. Gather Information

• Consult the people who have interest in the problem

• Read information that relates to the problem in your company newsletter or occupational journal

3. Identify Alternatives• Make a list of at least four problem solving alternatives:1. The obvious solution - the solution that first comes to mind2. The copied solution - the solution other people have chosen and worked for them3. The found solution -the solution that could accomplish what you want4. The improved solution -the solution that takes any of the above ones and makes them better

4. Weigh the Alternatives & DecideImportant factors to consider when weighing alternatives:-Your emotions: Which choices to you like/dislike?-Ease: Will it be possible to carry out these choices?-Requirements: Will these choices actually solve the problem?-Consequences: What could possibly go wrong?-Plus/Minus: What are the pluses or minuses in this choice?-Review: Are you able to state the reasons for your choice?

5. Implement your Action Plan

In this step you put the problem solving process into operation. How can you put your action plan into operation?-Identify the steps-Identify time lines-Identify results-Identify the follow-up proceduresOne way of effectively putting your action plan into operation is to create a Problem Solving Action Plan

Problem Solving Action Plan

• Action Step (in order)• Time it should take (months, days, hours)• Results I expect (clearly stated)• Follow-up I will Implement (usually after final

step)

Make the steps as specific as you can

Who's got the answer?!

1. What is the first step in the problem solving process?

2. Can you describe an “improved solution”?3. Which step out of the five step problem

solving process has to do with making good choices?

4. Working with a group gives you lots of input and can be an advantage. Can you name some possible disadvantages?

Conflict Resolution

Solving conflict can lead to personal and professional growth

Two main areas of focus:

• The causes of conflict• The common ways of dealing with conflict

Five Major Causes of Conflict

• Because of Date• Because of Relationships• Because of Values• Because of Structures• Because of Interests

Why the conflicts have arisen in the first place:

Because of Data

These conflicts occur when: • people lack the necessary information to

make wise decisions• People are misinformed • People disagree over what information is

relevant• People interpret information differently than

others

Because of Relationships

• These conflicts occur because people have trouble saying what they mean or can’t correctly interpret what others are saying

• These conflicts can be made worse by people’s own emotions

• Relationship conflicts are usually more difficult to resolve than data conflicts

Because of Values

• These conflicts occur when two or more people deal with each other and find they have different beliefs of what is right and wrong

• Good communication skills are key when trying to resolve these conflicts

Because of Structures

• These occur between you and another employee when one of you is not able to comply with company policy

• Structural conflicts are very common in the work place

Because of Interests

• These usually occur when the people involved have different needs

• An example can be when a co-worker wants to play music in the staff room while you prefer to have it quiet

• If people understand others needs these conflicts can be resolved relatively easily

Dealing with Conflicts

Once you know why the conflict has occurred, you are ready to consider some resolutions.

There is no one way of dealing with conflicts that will suit each person involved.

For this reason, it is a good idea to use the five ways to deal with conflict

Five Ways to Deal with Conflicts

AvoidanceCompetingCompromisingAccommodatingCollaborating

AvoidanceMethod-can be a comfortable tactic initially, and may be used until the people involved get used to each other-can be used until others can be consultedAdvantages/Disadvantages-may prevent the conflict from being resolved-can be seen as not taking the conflict seriously or not caring if it is resolved

Competing

Method-can get the conflict over with quickly or lead to total victory for one sideAdvantages/Disadvantages-can lead to resentment for the other person-if the other person uses this approach as well it can lead to stalemate

Compromising

Method-natural and easy for most people-seems fair since both people see themselves as winning and losingAdvantages/Disadvantages-Can possibly result in agreements that neither person likes

Accommodating

Method-appropriate if one person thinks the other is right-can work when you feel the relationship is worth more then being on the “winning side.”Advantages/Disadvantages-Can cause you to be labeled as “soft.”-Can lead to the habit of giving in on important issues

Collaborating

Method-both people involved can say they “won.”-important relationships can be built up and maintained Advantages/Disadvantages-can be time consuming-people who use the competing style may see collaborating is weakness

Notes on Dealing with Conflicts

- When possible, try to use the collaborating style to deal with a conflict.

- Collaborating is the style most likely to give everyone involved some satisfaction.-It is essential to listen and try to understand the other person’s point of view.

- Three guiding principals to remember:Be calm, Be patient, Be respectful

Who’s Got the Answer?!

1. Can you name the causes of conflict?2. Can you name the five conflict resolutions?3. What is the best conflict resolution style?

References:Alder, Ronald, B., & Towne, Neil. (1994). Managing interpersonal conflicts. Looking outLooking in: Interpersonal Communication (8th ed.), (pp. 431-436). Fort Worth: Holt Rinehart & Winston, Inc.Zenger-Miller Inc. (1995). Resolving issues with others. Working: Personal Leadership Skills. San Jose, CA: Zenger-Miller, Inc. Web pages:

http://www.mindtools.com/pages/article/newTMC_00.htmhttp://www.mindtools.com/pages/article/newLDR_81.htm