9008 – An Authoritative Problem Solver’s ToolkitDownload Course Outline
Title: An Authoritative Problem Solver’s Toolkit 9008; 3 days, Instructor-led
Description: Every organization faces challenges – dissatisfied customers, cost pressures, quality issues, employee turnover, missed sales targets, operational flaws. Businesses face a myriad of issues and problems every day. Problem solving is a required competency in today’s workplace; no one individual, team, or company – large or small – succeeds without an ability to identify problems or the skills to efficiently and effectively resolve these issues. An Authoritative Problem Solver’s Toolkit workshop is designed to help employees in all roles and at all levels better understand how to identify the real cause behind a problem and how to develop lasting solutions to the issues they face. Content includes practical methods for defining the root cause of a problem, developing options for resolution, delivering a proposed solution, and determining the effectiveness of the attempted fix.
At Course Completion: To maximize both learning and the assimilation of the workshop principles, some course pre-work is required. Each participant will be required to share a 5 – 10 minute presentation with the group; the topic of the presentation is a problem currently under review by the participant or their team. Time will be provided during the workshop to begin development of a solution
Audience & Prerequisites: This workshop is for all professionals interested in improving their effectiveness in managing challenging communication situations at work. Specific roles targeted include managers, supervisors, team leaders, security team members, and customer service representatives.
Course Outline Details: Module 1: Getting Started • Welcome and Introductions • Agenda review Module 2: So, What Seems to be the Problem? • Process and Rules • Participant presentations • Group review and discussion Module 3: The D4 Process (Overview) • DEFINE • DEVELOP • DELIVER • DETERMINE • Focusing on the right stuff Module 4: Defining the Issue • ID the REAL problem • Tools & Methodologies • A Word to the Wise – Practical Applications Module 5: Developing Potential Solutions • Building a short list of options • Forecasting option effectiveness • Tools & Methodologies • A Word to the Wise – Practical Applications Module 6: Deliver the Right Solution • Planning for successful implementation • CBA, SOP, and other TLA’s • Building a network for support • Tools & Methodologies • A Word to the Wise – Practical Applications Module 7: Determine the Outcome • Establishing measures • Monitoring & Reporting • Tweaks and Overhauls • Tools & Methodologies • A Word to the Wise – Practical Applications Module 8: When All is Said and Done • The benefits of process and repetition • The costs of problem solving • Inputs and outputs • The ultimate toolkit for problem solvers
Brand: Professional Development