Introduction to Problem-Solving

Everybody can benefit from having good problem-solving skills as we all encounter problems daily. Some of these problems are obviously more severe or complex than others. It would be wonderful to have the ability to solve all problems efficiently and in a timely fashion without difficulty, unfortunately though there is no one way in which all problems can be solved.

What is a Problem?

The Concise Oxford Dictionary (1995) defines a problem as: “A doubtful or difficult matter requiring a solution”, and “Something hard to understand or accomplish or deal with.”

Interpersonal relationships fail, and businesses fail because of poor problem-solving. This is often due to either problems not being recognised or being recognised but not being dealt with appropriately. Problem-solving skills are highly sought after by employers as many companies rely on their employees to identify and solve problems.

A lot of the work in problem-solving involves understanding what the underlying issues of the problem really are - not the symptoms. Dealing with a customer complaint may be a problem that needs to be solved, and it's almost certainly a good idea to do so. The employee dealing with the complaint should be asking what has caused the customer to complain in the first place; if the cause of the complaint can be eliminated then the problem is solved.

Problem-solving consists of using generic or ad hoc methods in an orderly manner to find solutions to problems. In this course we will explore both an approach or process to follow to solve problems, as well as different techniques you can apply when solving problems.