Identify Goal
Define Problem
Define Problem
Gather Data
Define Causes
Identify Options
Clarify Problem
Generate Ideas
Evaluate Options
Generate Ideas
Choose the Best Solution
Implement Solution
Select Solution
Take Action
MacLeod offers her own problem solving procedure, which echoes the above steps:
“1. Recognize the Problem: State what you see. Sometimes the problem is covert. 2. Identify: Get the facts — What exactly happened? What is the issue? 3. and 4. Explore and Connect: Dig deeper and encourage group members to relate their similar experiences. Now you're getting more into the feelings and background [of the situation], not just the facts. 5. Possible Solutions: Consider and brainstorm ideas for resolution. 6. Implement: Choose a solution and try it out — this could be role play and/or a discussion of how the solution would be put in place. 7. Evaluate: Revisit to see if the solution was successful or not.”
Many of these problem solving techniques can be used in concert with one another, or multiple can be appropriate for any given problem. It’s less about facilitating a perfect CPS session, and more about encouraging team members to continually think outside the box and push beyond personal boundaries that inhibit their innovative thinking. So, try out several methods, find those that resonate best with your team, and continue adopting new techniques and adapting your processes along the way.
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Posted on May 29, 2019
Constant disruption has become a hallmark of the modern workforce and organisations want problem solving skills to combat this. Employers need people who can respond to change – be that evolving technology, new competitors, different models for doing business, or any of the other transformations that have taken place in recent years.
In addition, problem solving techniques encompass many of the other top skills employers seek . For example, LinkedIn’s list of the most in-demand soft skills of 2019 includes creativity, collaboration and adaptability, all of which fall under the problem-solving umbrella.
Despite its importance, many employees misunderstand what the problem solving method really involves.
Effective problem solving doesn’t mean going away and coming up with an answer immediately. In fact, this isn’t good problem solving at all, because you’ll be running with the first solution that comes into your mind, which often isn’t the best.
Instead, you should look at problem solving more as a process with several steps involved that will help you reach the best outcome. Those steps are:
Let’s look at each step in a little more detail.
The first step to solving a problem is defining what the problem actually is – sounds simple, right? Well no. An effective problem solver will take the thoughts of everyone involved into account, but different people might have different ideas on what the root cause of the issue really is. It’s up to you to actively listen to everyone without bringing any of your own preconceived notions to the conversation. Learning to differentiate facts from opinion is an essential part of this process.
An effective problem solver will take the opinions of everyone involved into account
The same can be said of data. Depending on what the problem is, there will be varying amounts of information available that will help you work out what’s gone wrong. There should be at least some data involved in any problem, and it’s up to you to gather as much as possible and analyse it objectively.
Once you’ve identified what the real issue is, it’s time to think of solutions. Brainstorming as many solutions as possible will help you arrive at the best answer because you’ll be considering all potential options and scenarios. You should take everyone’s thoughts into account when you’re brainstorming these ideas, as well as all the insights you’ve gleaned from your data analysis. It also helps to seek input from others at this stage, as they may come up with solutions you haven’t thought of.
Depending on the type of problem, it can be useful to think of both short-term and long-term solutions, as some of your options may take a while to implement.
Each option will have pros and cons, and it’s important you list all of these, as well as how each solution could impact key stakeholders. Once you’ve narrowed down your options to three or four, it’s often a good idea to go to other employees for feedback just in case you’ve missed something. You should also work out how each option ties in with the broader goals of the business.
There may be a way to merge two options together in order to satisfy more people.
Only now should you choose which solution you’re going to go with. What you decide should be whatever solves the problem most effectively while also taking the interests of everyone involved into account. There may be a way to merge two options together in order to satisfy more people.
At this point you might be thinking it’s time to sit back and relax – problem solved, right? There are actually two more steps involved if you want your problem solving method to be truly effective. The first is to create an implementation plan. After all, if you don’t carry out your solution effectively, you’re not really solving the problem at all.
Create an implementation plan on how you will put your solution into practice. One problem solving technique that many use here is to introduce a testing and feedback phase just to make sure the option you’ve selected really is the most viable. You’ll also want to include any changes to your solution that may occur in your implementation plan, as well as how you’ll monitor compliance and success.
There’s one last step to consider as part of the problem solving methodology, and that’s communicating your solution . Without this crucial part of the process, how is anyone going to know what you’ve decided? Make sure you communicate your decision to all the people who might be impacted by it. Not everyone is going to be 100 per cent happy with it, so when you communicate you must give them context. Explain exactly why you’ve made that decision and how the pros mean it’s better than any of the other options you came up with.
Employers are increasingly seeking soft skills, but unfortunately, while you can show that you’ve got a degree in a subject, it’s much harder to prove you’ve got proficiency in things like problem solving skills. But this is changing thanks to Deakin’s micro-credentials. These are university-level micro-credentials that provide an authoritative and third-party assessment of your capabilities in a range of areas, including problem solving. Reach out today for more information .
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Effective problem solving is all about using the right process and following a plan tailored to the issue at hand. Recognizing your team or organization has an issue isn’t enough to come up with effective problem solving strategies.
To truly understand a problem and develop appropriate solutions, you will want to follow a solid process, follow the necessary problem solving steps, and bring all of your problem solving skills to the table.
We’ll first guide you through the seven step problem solving process you and your team can use to effectively solve complex business challenges. We’ll also look at what problem solving strategies you can employ with your team when looking for a way to approach the process. We’ll then discuss the problem solving skills you need to be more effective at solving problems, complete with an activity from the SessionLab library you can use to develop that skill in your team.
Let’s get to it!
What skills do i need to be an effective problem solver, how can i improve my problem solving skills.
Solving problems is like baking a cake. You can go straight into the kitchen without a recipe or the right ingredients and do your best, but the end result is unlikely to be very tasty!
Using a process to bake a cake allows you to use the best ingredients without waste, collect the right tools, account for allergies, decide whether it is a birthday or wedding cake, and then bake efficiently and on time. The result is a better cake that is fit for purpose, tastes better and has created less mess in the kitchen. Also, it should have chocolate sprinkles. Having a step by step process to solve organizational problems allows you to go through each stage methodically and ensure you are trying to solve the right problems and select the most appropriate, effective solutions.
All problem solving processes go through a number of steps in order to move from identifying a problem to resolving it.
Depending on your problem solving model and who you ask, there can be anything between four and nine problem solving steps you should follow in order to find the right solution. Whatever framework you and your group use, there are some key items that should be addressed in order to have an effective process.
We’ve looked at problem solving processes from sources such as the American Society for Quality and their four step approach , and Mediate ‘s six step process. By reflecting on those and our own problem solving processes, we’ve come up with a sequence of seven problem solving steps we feel best covers everything you need in order to effectively solve problems.
The first stage of any problem solving process is to identify the problem or problems you might want to solve. Effective problem solving strategies always begin by allowing a group scope to articulate what they believe the problem to be and then coming to some consensus over which problem they approach first. Problem solving activities used at this stage often have a focus on creating frank, open discussion so that potential problems can be brought to the surface.
Though this step is not a million miles from problem identification, problem analysis deserves to be considered separately. It can often be an overlooked part of the process and is instrumental when it comes to developing effective solutions.
The process of problem analysis means ensuring that the problem you are seeking to solve is the right problem . As part of this stage, you may look deeper and try to find the root cause of a specific problem at a team or organizational level.
Remember that problem solving strategies should not only be focused on putting out fires in the short term but developing long term solutions that deal with the root cause of organizational challenges.
Whatever your approach, analyzing a problem is crucial in being able to select an appropriate solution and the problem solving skills deployed in this stage are beneficial for the rest of the process and ensuring the solutions you create are fit for purpose.
Once your group has nailed down the particulars of the problem you wish to solve, you want to encourage a free flow of ideas connecting to solving that problem. This can take the form of problem solving games that encourage creative thinking or problem solving activities designed to produce working prototypes of possible solutions.
The key to ensuring the success of this stage of the problem solving process is to encourage quick, creative thinking and create an open space where all ideas are considered. The best solutions can come from unlikely places and by using problem solving techniques that celebrate invention, you might come up with solution gold.
No solution is likely to be perfect right out of the gate. It’s important to discuss and develop the solutions your group has come up with over the course of following the previous problem solving steps in order to arrive at the best possible solution. Problem solving games used in this stage involve lots of critical thinking, measuring potential effort and impact, and looking at possible solutions analytically.
During this stage, you will often ask your team to iterate and improve upon your frontrunning solutions and develop them further. Remember that problem solving strategies always benefit from a multitude of voices and opinions, and not to let ego get involved when it comes to choosing which solutions to develop and take further.
Finding the best solution is the goal of all problem solving workshops and here is the place to ensure that your solution is well thought out, sufficiently robust and fit for purpose.
Nearly there! Once your group has reached consensus and selected a solution that applies to the problem at hand you have some decisions to make. You will want to work on allocating ownership of the project, figure out who will do what, how the success of the solution will be measured and decide the next course of action.
The decision making stage is a part of the problem solving process that can get missed or taken as for granted. Fail to properly allocate roles and plan out how a solution will actually be implemented and it less likely to be successful in solving the problem.
Have clear accountabilities, actions, timeframes, and follow-ups. Make these decisions and set clear next-steps in the problem solving workshop so that everyone is aligned and you can move forward effectively as a group.
Ensuring that you plan for the roll-out of a solution is one of the most important problem solving steps. Without adequate planning or oversight, it can prove impossible to measure success or iterate further if the problem was not solved.
This is what we were waiting for! All problem solving strategies have the end goal of implementing a solution and solving a problem in mind.
Remember that in order for any solution to be successful, you need to help your group through all of the previous problem solving steps thoughtfully. Only then can you ensure that you are solving the right problem but also that you have developed the correct solution and can then successfully implement and measure the impact of that solution.
Project management and communication skills are key here – your solution may need to adjust when out in the wild or you might discover new challenges along the way.
So you and your team developed a great solution to a problem and have a gut feeling its been solved. Work done, right? Wrong. All problem solving strategies benefit from evaluation, consideration, and feedback. You might find that the solution does not work for everyone, might create new problems, or is potentially so successful that you will want to roll it out to larger teams or as part of other initiatives.
None of that is possible without taking the time to evaluate the success of the solution you developed in your problem solving model and adjust if necessary.
Remember that the problem solving process is often iterative and it can be common to not solve complex issues on the first try. Even when this is the case, you and your team will have generated learning that will be important for future problem solving workshops or in other parts of the organization.
It’s worth underlining how important record keeping is throughout the problem solving process. If a solution didn’t work, you need to have the data and records to see why that was the case. If you go back to the drawing board, notes from the previous workshop can help save time. Data and insight is invaluable at every stage of the problem solving process and this one is no different.
Problem solving strategies are methods of approaching and facilitating the process of problem-solving with a set of techniques , actions, and processes. Different strategies are more effective if you are trying to solve broad problems such as achieving higher growth versus more focused problems like, how do we improve our customer onboarding process?
Broadly, the problem solving steps outlined above should be included in any problem solving strategy though choosing where to focus your time and what approaches should be taken is where they begin to differ. You might find that some strategies ask for the problem identification to be done prior to the session or that everything happens in the course of a one day workshop.
The key similarity is that all good problem solving strategies are structured and designed. Four hours of open discussion is never going to be as productive as a four-hour workshop designed to lead a group through a problem solving process.
Good problem solving strategies are tailored to the team, organization and problem you will be attempting to solve. Here are some example problem solving strategies you can learn from or use to get started.
Often, the first step to solving problems or organizational challenges is bringing a group together effectively. Most teams have the tools, knowledge, and expertise necessary to solve their challenges – they just need some guidance in how to use leverage those skills and a structure and format that allows people to focus their energies.
Facilitated workshops are one of the most effective ways of solving problems of any scale. By designing and planning your workshop carefully, you can tailor the approach and scope to best fit the needs of your team and organization.
Workshops are an effective strategy for solving problems. By using tried and test facilitation techniques and methods, you can design and deliver a workshop that is perfectly suited to the unique variables of your organization. You may only have the capacity for a half-day workshop and so need a problem solving process to match.
By using our session planner tool and importing methods from our library of 700+ facilitation techniques, you can create the right problem solving workshop for your team. It might be that you want to encourage creative thinking or look at things from a new angle to unblock your groups approach to problem solving. By tailoring your workshop design to the purpose, you can help ensure great results.
One of the main benefits of a workshop is the structured approach to problem solving. Not only does this mean that the workshop itself will be successful, but many of the methods and techniques will help your team improve their working processes outside of the workshop.
We believe that workshops are one of the best tools you can use to improve the way your team works together. Start with a problem solving workshop and then see what team building, culture or design workshops can do for your organization!
Great for:
By using design thinking principles and methods, a design sprint is a great way of identifying, prioritizing and prototyping solutions to long term challenges that can help solve major organizational problems with quick action and measurable results.
Some familiarity with design thinking is useful, though not integral, and this strategy can really help a team align if there is some discussion around which problems should be approached first.
The stage-based structure of the design sprint is also very useful for teams new to design thinking. The inspiration phase, where you look to competitors that have solved your problem, and the rapid prototyping and testing phases are great for introducing new concepts that will benefit a team in all their future work.
It can be common for teams to look inward for solutions and so looking to the market for solutions you can iterate on can be very productive. Instilling an agile prototyping and testing mindset can also be great when helping teams move forwards – generating and testing solutions quickly can help save time in the long run and is also pretty exciting!
Organizational challenges and problems are often complicated and large scale in nature. Sometimes, trying to resolve such an issue in one swoop is simply unachievable or overwhelming. Try breaking down such problems into smaller issues that you can work on step by step. You may not be able to solve the problem of churning customers off the bat, but you can work with your team to identify smaller effort but high impact elements and work on those first.
This problem solving strategy can help a team generate momentum, prioritize and get some easy wins. It’s also a great strategy to employ with teams who are just beginning to learn how to approach the problem solving process. If you want some insight into a way to employ this strategy, we recommend looking at our design sprint template below!
Some problems are best solved by introducing a major shift in perspective or by using new methodologies that encourage your team to think differently.
Props and tools such as Methodkit , which uses a card-based toolkit for facilitation, or Lego Serious Play can be great ways to engage your team and find an inclusive, democratic problem solving strategy. Remember that play and creativity are great tools for achieving change and whatever the challenge, engaging your participants can be very effective where other strategies may have failed.
LEGO Serious Play is a problem solving methodology designed to get participants thinking differently by using 3D models and kinesthetic learning styles. By physically building LEGO models based on questions and exercises, participants are encouraged to think outside of the box and create their own responses.
Collaborate LEGO Serious Play exercises are also used to encourage communication and build problem solving skills in a group. By using this problem solving process, you can often help different kinds of learners and personality types contribute and unblock organizational problems with creative thinking.
Problem solving strategies like LEGO Serious Play are super effective at helping a team solve more skills-based problems such as communication between teams or a lack of creative thinking. Some problems are not suited to LEGO Serious Play and require a different problem solving strategy.
Card decks and method kids are great tools for those new to facilitation or for whom facilitation is not the primary role. Card decks such as the emotional culture deck can be used for complete workshops and in many cases, can be used right out of the box. Methodkit has a variety of kits designed for scenarios ranging from personal development through to personas and global challenges so you can find the right deck for your particular needs.
Having an easy to use framework that encourages creativity or a new approach can take some of the friction or planning difficulties out of the workshop process and energize a team in any setting. Simplicity is the key with these methods. By ensuring everyone on your team can get involved and engage with the process as quickly as possible can really contribute to the success of your problem solving strategy.
Looking to peers, experts and external facilitators can be a great way of approaching the problem solving process. Your team may not have the necessary expertise, insights of experience to tackle some issues, or you might simply benefit from a fresh perspective. Some problems may require bringing together an entire team, and coaching managers or team members individually might be the right approach. Remember that not all problems are best resolved in the same manner.
If you’re a solo entrepreneur, peer groups, coaches and mentors can also be invaluable at not only solving specific business problems, but in providing a support network for resolving future challenges. One great approach is to join a Mastermind Group and link up with like-minded individuals and all grow together. Remember that however you approach the sourcing of external advice, do so thoughtfully, respectfully and honestly. Reciprocate where you can and prepare to be surprised by just how kind and helpful your peers can be!
Problem solving in large organizations with lots of skilled team members is one thing, but how about if you work for yourself or in a very small team without the capacity to get the most from a design sprint or LEGO Serious Play session?
A mastermind group – sometimes known as a peer advisory board – is where a group of people come together to support one another in their own goals, challenges, and businesses. Each participant comes to the group with their own purpose and the other members of the group will help them create solutions, brainstorm ideas, and support one another.
Mastermind groups are very effective in creating an energized, supportive atmosphere that can deliver meaningful results. Learning from peers from outside of your organization or industry can really help unlock new ways of thinking and drive growth. Access to the experience and skills of your peers can be invaluable in helping fill the gaps in your own ability, particularly in young companies.
A mastermind group is a great solution for solo entrepreneurs, small teams, or for organizations that feel that external expertise or fresh perspectives will be beneficial for them. It is worth noting that Mastermind groups are often only as good as the participants and what they can bring to the group. Participants need to be committed, engaged and understand how to work in this context.
Receiving advice from a business coach or building a mentor/mentee relationship can be an effective way of resolving certain challenges. The one-to-one format of most coaching and mentor relationships can really help solve the challenges those individuals are having and benefit the organization as a result.
A great mentor can be invaluable when it comes to spotting potential problems before they arise and coming to understand a mentee very well has a host of other business benefits. You might run an internal mentorship program to help develop your team’s problem solving skills and strategies or as part of a large learning and development program. External coaches can also be an important part of your problem solving strategy, filling skills gaps for your management team or helping with specific business issues.
Now we’ve explored the problem solving process and the steps you will want to go through in order to have an effective session, let’s look at the skills you and your team need to be more effective problem solvers.
Problem solving skills are highly sought after, whatever industry or team you work in. Organizations are keen to employ people who are able to approach problems thoughtfully and find strong, realistic solutions. Whether you are a facilitator , a team leader or a developer, being an effective problem solver is a skill you’ll want to develop.
Problem solving skills form a whole suite of techniques and approaches that an individual uses to not only identify problems but to discuss them productively before then developing appropriate solutions.
Here are some of the most important problem solving skills everyone from executives to junior staff members should learn. We’ve also included an activity or exercise from the SessionLab library that can help you and your team develop that skill.
If you’re running a workshop or training session to try and improve problem solving skills in your team, try using these methods to supercharge your process!
Active listening is one of the most important skills anyone who works with people can possess. In short, active listening is a technique used to not only better understand what is being said by an individual, but also to be more aware of the underlying message the speaker is trying to convey. When it comes to problem solving, active listening is integral for understanding the position of every participant and to clarify the challenges, ideas and solutions they bring to the table.
Some active listening skills include:
Active Listening #hyperisland #skills #active listening #remote-friendly This activity supports participants to reflect on a question and generate their own solutions using simple principles of active listening and peer coaching. It’s an excellent introduction to active listening but can also be used with groups that are already familiar with it. Participants work in groups of three and take turns being: “the subject”, the listener, and the observer.
All problem solving models require strong analytical skills, particularly during the beginning of the process and when it comes to analyzing how solutions have performed.
Analytical skills are primarily focused on performing an effective analysis by collecting, studying and parsing data related to a problem or opportunity.
It often involves spotting patterns, being able to see things from different perspectives and using observable facts and data to make suggestions or produce insight.
Analytical skills are also important at every stage of the problem solving process and by having these skills, you can ensure that any ideas or solutions you create or backed up analytically and have been sufficiently thought out.
Nine Whys #innovation #issue analysis #liberating structures With breathtaking simplicity, you can rapidly clarify for individuals and a group what is essentially important in their work. You can quickly reveal when a compelling purpose is missing in a gathering and avoid moving forward without clarity. When a group discovers an unambiguous shared purpose, more freedom and more responsibility are unleashed. You have laid the foundation for spreading and scaling innovations with fidelity.
Trying to solve problems on your own is difficult. Being able to collaborate effectively, with a free exchange of ideas, to delegate and be a productive member of a team is hugely important to all problem solving strategies.
Remember that whatever your role, collaboration is integral, and in a problem solving process, you are all working together to find the best solution for everyone.
Marshmallow challenge with debriefing #teamwork #team #leadership #collaboration In eighteen minutes, teams must build the tallest free-standing structure out of 20 sticks of spaghetti, one yard of tape, one yard of string, and one marshmallow. The marshmallow needs to be on top. The Marshmallow Challenge was developed by Tom Wujec, who has done the activity with hundreds of groups around the world. Visit the Marshmallow Challenge website for more information. This version has an extra debriefing question added with sample questions focusing on roles within the team.
Being an effective communicator means being empathetic, clear and succinct, asking the right questions, and demonstrating active listening skills throughout any discussion or meeting.
In a problem solving setting, you need to communicate well in order to progress through each stage of the process effectively. As a team leader, it may also fall to you to facilitate communication between parties who may not see eye to eye. Effective communication also means helping others to express themselves and be heard in a group.
Bus Trip #feedback #communication #appreciation #closing #thiagi #team This is one of my favourite feedback games. I use Bus Trip at the end of a training session or a meeting, and I use it all the time. The game creates a massive amount of energy with lots of smiles, laughs, and sometimes even a teardrop or two.
Creative problem solving skills can be some of the best tools in your arsenal. Thinking creatively, being able to generate lots of ideas and come up with out of the box solutions is useful at every step of the process.
The kinds of problems you will likely discuss in a problem solving workshop are often difficult to solve, and by approaching things in a fresh, creative manner, you can often create more innovative solutions.
Having practical creative skills is also a boon when it comes to problem solving. If you can help create quality design sketches and prototypes in record time, it can help bring a team to alignment more quickly or provide a base for further iteration.
The paper clip method #sharing #creativity #warm up #idea generation #brainstorming The power of brainstorming. A training for project leaders, creativity training, and to catalyse getting new solutions.
Critical thinking is one of the fundamental problem solving skills you’ll want to develop when working on developing solutions. Critical thinking is the ability to analyze, rationalize and evaluate while being aware of personal bias, outlying factors and remaining open-minded.
Defining and analyzing problems without deploying critical thinking skills can mean you and your team go down the wrong path. Developing solutions to complex issues requires critical thinking too – ensuring your team considers all possibilities and rationally evaluating them.
Agreement-Certainty Matrix #issue analysis #liberating structures #problem solving You can help individuals or groups avoid the frequent mistake of trying to solve a problem with methods that are not adapted to the nature of their challenge. The combination of two questions makes it possible to easily sort challenges into four categories: simple, complicated, complex , and chaotic . A problem is simple when it can be solved reliably with practices that are easy to duplicate. It is complicated when experts are required to devise a sophisticated solution that will yield the desired results predictably. A problem is complex when there are several valid ways to proceed but outcomes are not predictable in detail. Chaotic is when the context is too turbulent to identify a path forward. A loose analogy may be used to describe these differences: simple is like following a recipe, complicated like sending a rocket to the moon, complex like raising a child, and chaotic is like the game “Pin the Tail on the Donkey.” The Liberating Structures Matching Matrix in Chapter 5 can be used as the first step to clarify the nature of a challenge and avoid the mismatches between problems and solutions that are frequently at the root of chronic, recurring problems.
Though it shares lots of space with general analytical skills, data analysis skills are something you want to cultivate in their own right in order to be an effective problem solver.
Being good at data analysis doesn’t just mean being able to find insights from data, but also selecting the appropriate data for a given issue, interpreting it effectively and knowing how to model and present that data. Depending on the problem at hand, it might also include a working knowledge of specific data analysis tools and procedures.
Having a solid grasp of data analysis techniques is useful if you’re leading a problem solving workshop but if you’re not an expert, don’t worry. Bring people into the group who has this skill set and help your team be more effective as a result.
All problems need a solution and all solutions require that someone make the decision to implement them. Without strong decision making skills, teams can become bogged down in discussion and less effective as a result.
Making decisions is a key part of the problem solving process. It’s important to remember that decision making is not restricted to the leadership team. Every staff member makes decisions every day and developing these skills ensures that your team is able to solve problems at any scale. Remember that making decisions does not mean leaping to the first solution but weighing up the options and coming to an informed, well thought out solution to any given problem that works for the whole team.
Lightning Decision Jam (LDJ) #action #decision making #problem solving #issue analysis #innovation #design #remote-friendly The problem with anything that requires creative thinking is that it’s easy to get lost—lose focus and fall into the trap of having useless, open-ended, unstructured discussions. Here’s the most effective solution I’ve found: Replace all open, unstructured discussion with a clear process. What to use this exercise for: Anything which requires a group of people to make decisions, solve problems or discuss challenges. It’s always good to frame an LDJ session with a broad topic, here are some examples: The conversion flow of our checkout Our internal design process How we organise events Keeping up with our competition Improving sales flow
Most complex organizational problems require multiple people to be involved in delivering the solution. Ensuring that the team and organization can depend on you to take the necessary actions and communicate where necessary is key to ensuring problems are solved effectively.
Being dependable also means working to deadlines and to brief. It is often a matter of creating trust in a team so that everyone can depend on one another to complete the agreed actions in the agreed time frame so that the team can move forward together. Being undependable can create problems of friction and can limit the effectiveness of your solutions so be sure to bear this in mind throughout a project.
Team Purpose & Culture #team #hyperisland #culture #remote-friendly This is an essential process designed to help teams define their purpose (why they exist) and their culture (how they work together to achieve that purpose). Defining these two things will help any team to be more focused and aligned. With support of tangible examples from other companies, the team members work as individuals and a group to codify the way they work together. The goal is a visual manifestation of both the purpose and culture that can be put up in the team’s work space.
Emotional intelligence is an important skill for any successful team member, whether communicating internally or with clients or users. In the problem solving process, emotional intelligence means being attuned to how people are feeling and thinking, communicating effectively and being self-aware of what you bring to a room.
There are often differences of opinion when working through problem solving processes, and it can be easy to let things become impassioned or combative. Developing your emotional intelligence means being empathetic to your colleagues and managing your own emotions throughout the problem and solution process. Be kind, be thoughtful and put your points across care and attention.
Being emotionally intelligent is a skill for life and by deploying it at work, you can not only work efficiently but empathetically. Check out the emotional culture workshop template for more!
As we’ve clarified in our facilitation skills post, facilitation is the art of leading people through processes towards agreed-upon objectives in a manner that encourages participation, ownership, and creativity by all those involved. While facilitation is a set of interrelated skills in itself, the broad definition of facilitation can be invaluable when it comes to problem solving. Leading a team through a problem solving process is made more effective if you improve and utilize facilitation skills – whether you’re a manager, team leader or external stakeholder.
The Six Thinking Hats #creative thinking #meeting facilitation #problem solving #issue resolution #idea generation #conflict resolution The Six Thinking Hats are used by individuals and groups to separate out conflicting styles of thinking. They enable and encourage a group of people to think constructively together in exploring and implementing change, rather than using argument to fight over who is right and who is wrong.
Being flexible is a vital skill when it comes to problem solving. This does not mean immediately bowing to pressure or changing your opinion quickly: instead, being flexible is all about seeing things from new perspectives, receiving new information and factoring it into your thought process.
Flexibility is also important when it comes to rolling out solutions. It might be that other organizational projects have greater priority or require the same resources as your chosen solution. Being flexible means understanding needs and challenges across the team and being open to shifting or arranging your own schedule as necessary. Again, this does not mean immediately making way for other projects. It’s about articulating your own needs, understanding the needs of others and being able to come to a meaningful compromise.
The Creativity Dice #creativity #problem solving #thiagi #issue analysis Too much linear thinking is hazardous to creative problem solving. To be creative, you should approach the problem (or the opportunity) from different points of view. You should leave a thought hanging in mid-air and move to another. This skipping around prevents premature closure and lets your brain incubate one line of thought while you consciously pursue another.
Working in any group can lead to unconscious elements of groupthink or situations in which you may not wish to be entirely honest. Disagreeing with the opinions of the executive team or wishing to save the feelings of a coworker can be tricky to navigate, but being honest is absolutely vital when to comes to developing effective solutions and ensuring your voice is heard.
Remember that being honest does not mean being brutally candid. You can deliver your honest feedback and opinions thoughtfully and without creating friction by using other skills such as emotional intelligence.
Explore your Values #hyperisland #skills #values #remote-friendly Your Values is an exercise for participants to explore what their most important values are. It’s done in an intuitive and rapid way to encourage participants to follow their intuitive feeling rather than over-thinking and finding the “correct” values. It is a good exercise to use to initiate reflection and dialogue around personal values.
The problem solving process is multi-faceted and requires different approaches at certain points of the process. Taking initiative to bring problems to the attention of the team, collect data or lead the solution creating process is always valuable. You might even roadtest your own small scale solutions or brainstorm before a session. Taking initiative is particularly effective if you have good deal of knowledge in that area or have ownership of a particular project and want to get things kickstarted.
That said, be sure to remember to honor the process and work in service of the team. If you are asked to own one part of the problem solving process and you don’t complete that task because your initiative leads you to work on something else, that’s not an effective method of solving business challenges.
15% Solutions #action #liberating structures #remote-friendly You can reveal the actions, however small, that everyone can do immediately. At a minimum, these will create momentum, and that may make a BIG difference. 15% Solutions show that there is no reason to wait around, feel powerless, or fearful. They help people pick it up a level. They get individuals and the group to focus on what is within their discretion instead of what they cannot change. With a very simple question, you can flip the conversation to what can be done and find solutions to big problems that are often distributed widely in places not known in advance. Shifting a few grains of sand may trigger a landslide and change the whole landscape.
A particularly useful problem solving skill for product owners or managers is the ability to remain impartial throughout much of the process. In practice, this means treating all points of view and ideas brought forward in a meeting equally and ensuring that your own areas of interest or ownership are not favored over others.
There may be a stage in the process where a decision maker has to weigh the cost and ROI of possible solutions against the company roadmap though even then, ensuring that the decision made is based on merit and not personal opinion.
Empathy map #frame insights #create #design #issue analysis An empathy map is a tool to help a design team to empathize with the people they are designing for. You can make an empathy map for a group of people or for a persona. To be used after doing personas when more insights are needed.
Being a good leader means getting a team aligned, energized and focused around a common goal. In the problem solving process, strong leadership helps ensure that the process is efficient, that any conflicts are resolved and that a team is managed in the direction of success.
It’s common for managers or executives to assume this role in a problem solving workshop, though it’s important that the leader maintains impartiality and does not bulldoze the group in a particular direction. Remember that good leadership means working in service of the purpose and team and ensuring the workshop is a safe space for employees of any level to contribute. Take a look at our leadership games and activities post for more exercises and methods to help improve leadership in your organization.
Leadership Pizza #leadership #team #remote-friendly This leadership development activity offers a self-assessment framework for people to first identify what skills, attributes and attitudes they find important for effective leadership, and then assess their own development and initiate goal setting.
In the context of problem solving, mediation is important in keeping a team engaged, happy and free of conflict. When leading or facilitating a problem solving workshop, you are likely to run into differences of opinion. Depending on the nature of the problem, certain issues may be brought up that are emotive in nature.
Being an effective mediator means helping those people on either side of such a divide are heard, listen to one another and encouraged to find common ground and a resolution. Mediating skills are useful for leaders and managers in many situations and the problem solving process is no different.
Conflict Responses #hyperisland #team #issue resolution A workshop for a team to reflect on past conflicts, and use them to generate guidelines for effective conflict handling. The workshop uses the Thomas-Killman model of conflict responses to frame a reflective discussion. Use it to open up a discussion around conflict with a team.
Solving organizational problems is much more effective when following a process or problem solving model. Planning skills are vital in order to structure, deliver and follow-through on a problem solving workshop and ensure your solutions are intelligently deployed.
Planning skills include the ability to organize tasks and a team, plan and design the process and take into account any potential challenges. Taking the time to plan carefully can save time and frustration later in the process and is valuable for ensuring a team is positioned for success.
3 Action Steps #hyperisland #action #remote-friendly This is a small-scale strategic planning session that helps groups and individuals to take action toward a desired change. It is often used at the end of a workshop or programme. The group discusses and agrees on a vision, then creates some action steps that will lead them towards that vision. The scope of the challenge is also defined, through discussion of the helpful and harmful factors influencing the group.
As organisations grow, the scale and variation of problems they face multiplies. Your team or is likely to face numerous challenges in different areas and so having the skills to analyze and prioritize becomes very important, particularly for those in leadership roles.
A thorough problem solving process is likely to deliver multiple solutions and you may have several different problems you wish to solve simultaneously. Prioritization is the ability to measure the importance, value, and effectiveness of those possible solutions and choose which to enact and in what order. The process of prioritization is integral in ensuring the biggest challenges are addressed with the most impactful solutions.
Impact and Effort Matrix #gamestorming #decision making #action #remote-friendly In this decision-making exercise, possible actions are mapped based on two factors: effort required to implement and potential impact. Categorizing ideas along these lines is a useful technique in decision making, as it obliges contributors to balance and evaluate suggested actions before committing to them.
Some problem solving skills are utilized in a workshop or ideation phases, while others come in useful when it comes to decision making. Overseeing an entire problem solving process and ensuring its success requires strong project management skills.
While project management incorporates many of the other skills listed here, it is important to note the distinction of considering all of the factors of a project and managing them successfully. Being able to negotiate with stakeholders, manage tasks, time and people, consider costs and ROI, and tie everything together is massively helpful when going through the problem solving process.
Working out meaningful solutions to organizational challenges is only one part of the process. Thoughtfully documenting and keeping records of each problem solving step for future consultation is important in ensuring efficiency and meaningful change.
For example, some problems may be lower priority than others but can be revisited in the future. If the team has ideated on solutions and found some are not up to the task, record those so you can rule them out and avoiding repeating work. Keeping records of the process also helps you improve and refine your problem solving model next time around!
Personal Kanban #gamestorming #action #agile #project planning Personal Kanban is a tool for organizing your work to be more efficient and productive. It is based on agile methods and principles.
Conducting research to support both the identification of problems and the development of appropriate solutions is important for an effective process. Knowing where to go to collect research, how to conduct research efficiently, and identifying pieces of research are relevant are all things a good researcher can do well.
In larger groups, not everyone has to demonstrate this ability in order for a problem solving workshop to be effective. That said, having people with research skills involved in the process, particularly if they have existing area knowledge, can help ensure the solutions that are developed with data that supports their intention. Remember that being able to deliver the results of research efficiently and in a way the team can easily understand is also important. The best data in the world is only as effective as how it is delivered and interpreted.
Customer experience map #ideation #concepts #research #design #issue analysis #remote-friendly Customer experience mapping is a method of documenting and visualizing the experience a customer has as they use the product or service. It also maps out their responses to their experiences. To be used when there is a solution (even in a conceptual stage) that can be analyzed.
Managing risk is an often overlooked part of the problem solving process. Solutions are often developed with the intention of reducing exposure to risk or solving issues that create risk but sometimes, great solutions are more experimental in nature and as such, deploying them needs to be carefully considered.
Managing risk means acknowledging that there may be risks associated with more out of the box solutions or trying new things, but that this must be measured against the possible benefits and other organizational factors.
Be informed, get the right data and stakeholders in the room and you can appropriately factor risk into your decision making process.
Decisions, Decisions… #communication #decision making #thiagi #action #issue analysis When it comes to decision-making, why are some of us more prone to take risks while others are risk-averse? One explanation might be the way the decision and options were presented. This exercise, based on Kahneman and Tversky’s classic study , illustrates how the framing effect influences our judgement and our ability to make decisions . The participants are divided into two groups. Both groups are presented with the same problem and two alternative programs for solving them. The two programs both have the same consequences but are presented differently. The debriefing discussion examines how the framing of the program impacted the participant’s decision.
No single person is as good at problem solving as a team. Building an effective team and helping them come together around a common purpose is one of the most important problem solving skills, doubly so for leaders. By bringing a team together and helping them work efficiently, you pave the way for team ownership of a problem and the development of effective solutions.
In a problem solving workshop, it can be tempting to jump right into the deep end, though taking the time to break the ice, energize the team and align them with a game or exercise will pay off over the course of the day.
Remember that you will likely go through the problem solving process multiple times over an organization’s lifespan and building a strong team culture will make future problem solving more effective. It’s also great to work with people you know, trust and have fun with. Working on team building in and out of the problem solving process is a hallmark of successful teams that can work together to solve business problems.
9 Dimensions Team Building Activity #ice breaker #teambuilding #team #remote-friendly 9 Dimensions is a powerful activity designed to build relationships and trust among team members. There are 2 variations of this icebreaker. The first version is for teams who want to get to know each other better. The second version is for teams who want to explore how they are working together as a team.
The problem solving process is designed to lead a team from identifying a problem through to delivering a solution and evaluating its effectiveness. Without effective time management skills or timeboxing of tasks, it can be easy for a team to get bogged down or be inefficient.
By using a problem solving model and carefully designing your workshop, you can allocate time efficiently and trust that the process will deliver the results you need in a good timeframe.
Time management also comes into play when it comes to rolling out solutions, particularly those that are experimental in nature. Having a clear timeframe for implementing and evaluating solutions is vital for ensuring their success and being able to pivot if necessary.
Improving your skills at problem solving is often a career-long pursuit though there are methods you can use to make the learning process more efficient and to supercharge your problem solving skillset.
Remember that the skills you need to be a great problem solver have a large overlap with those skills you need to be effective in any role. Investing time and effort to develop your active listening or critical thinking skills is valuable in any context. Here are 7 ways to improve your problem solving skills.
Remember that your team is an excellent source of skills, wisdom, and techniques and that you should all take advantage of one another where possible. Best practices that one team has for solving problems, conducting research or making decisions should be shared across the organization. If you have in-house staff that have done active listening training or are data analysis pros, have them lead a training session.
Your team is one of your best resources. Create space and internal processes for the sharing of skills so that you can all grow together.
Once you’ve figured out you have a skills gap, the next step is to take action to fill that skills gap. That might be by asking your superior for training or coaching, or liaising with team members with that skill set. You might even attend specialized training for certain skills – active listening or critical thinking, for example, are business-critical skills that are regularly offered as part of a training scheme.
Whatever method you choose, remember that taking action of some description is necessary for growth. Whether that means practicing, getting help, attending training or doing some background reading, taking active steps to improve your skills is the way to go.
Problem solving can be complicated, particularly when attempting to solve large problems for the first time. Using a problem solving process helps give structure to your problem solving efforts and focus on creating outcomes, rather than worrying about the format.
Tools such as the seven-step problem solving process above are effective because not only do they feature steps that will help a team solve problems, they also develop skills along the way. Each step asks for people to engage with the process using different skills and in doing so, helps the team learn and grow together. Group processes of varying complexity and purpose can also be found in the SessionLab library of facilitation techniques . Using a tried and tested process and really help ease the learning curve for both those leading such a process, as well as those undergoing the purpose.
Effective teams make decisions about where they should and shouldn’t expend additional effort. By using a problem solving process, you can focus on the things that matter, rather than stumbling towards a solution haphazardly.
Some skills gaps are more obvious than others. It’s possible that your perception of your active listening skills differs from those of your colleagues.
It’s valuable to create a system where team members can provide feedback in an ordered and friendly manner so they can all learn from one another. Only by identifying areas of improvement can you then work to improve them.
Remember that feedback systems require oversight and consideration so that they don’t turn into a place to complain about colleagues. Design the system intelligently so that you encourage the creation of learning opportunities, rather than encouraging people to list their pet peeves.
While practice might not make perfect, it does make the problem solving process easier. If you are having trouble with critical thinking, don’t shy away from doing it. Get involved where you can and stretch those muscles as regularly as possible.
Problem solving skills come more naturally to some than to others and that’s okay. Take opportunities to get involved and see where you can practice your skills in situations outside of a workshop context. Try collaborating in other circumstances at work or conduct data analysis on your own projects. You can often develop those skills you need for problem solving simply by doing them. Get involved!
Learn from the best. Our library of 700+ facilitation techniques is full of activities and methods that help develop the skills you need to be an effective problem solver. Check out our templates to see how to approach problem solving and other organizational challenges in a structured and intelligent manner.
There is no single approach to improving problem solving skills, but by using the techniques employed by others you can learn from their example and develop processes that have seen proven results.
Using tried and tested exercises that you know well can help deliver results, but you do run the risk of missing out on the learning opportunities offered by new approaches. As with the problem solving process, changing your mindset can remove blockages and be used to develop your problem solving skills.
Most teams have members with mixed skill sets and specialties. Mix people from different teams and share skills and different points of view. Teach your customer support team how to use design thinking methods or help your developers with conflict resolution techniques. Try switching perspectives with facilitation techniques like Flip It! or by using new problem solving methodologies or models. Give design thinking, liberating structures or lego serious play a try if you want to try a new approach. You will find that framing problems in new ways and using existing skills in new contexts can be hugely useful for personal development and improving your skillset. It’s also a lot of fun to try new things. Give it a go!
Encountering business challenges and needing to find appropriate solutions is not unique to your organization. Lots of very smart people have developed methods, theories and approaches to help develop problem solving skills and create effective solutions. Learn from them!
Books like The Art of Thinking Clearly , Think Smarter, or Thinking Fast, Thinking Slow are great places to start, though it’s also worth looking at blogs related to organizations facing similar problems to yours, or browsing for success stories. Seeing how Dropbox massively increased growth and working backward can help you see the skills or approach you might be lacking to solve that same problem. Learning from others by reading their stories or approaches can be time-consuming but ultimately rewarding.
A tired, distracted mind is not in the best position to learn new skills. It can be tempted to burn the candle at both ends and develop problem solving skills outside of work. Absolutely use your time effectively and take opportunities for self-improvement, though remember that rest is hugely important and that without letting your brain rest, you cannot be at your most effective.
Creating distance between yourself and the problem you might be facing can also be useful. By letting an idea sit, you can find that a better one presents itself or you can develop it further. Take regular breaks when working and create a space for downtime. Remember that working smarter is preferable to working harder and that self-care is important for any effective learning or improvement process.
Now we’ve explored some of the key problem solving skills and the problem solving steps necessary for an effective process, you’re ready to begin developing more effective solutions and leading problem solving workshops.
Need more inspiration? Check out our post on problem solving activities you can use when guiding a group towards a great solution in your next workshop or meeting. Have questions? Did you have a great problem solving technique you use with your team? Get in touch in the comments below. We’d love to chat!
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Author: Daniel Croft
Daniel Croft is an experienced continuous improvement manager with a Lean Six Sigma Black Belt and a Bachelor's degree in Business Management. With more than ten years of experience applying his skills across various industries, Daniel specializes in optimizing processes and improving efficiency. His approach combines practical experience with a deep understanding of business fundamentals to drive meaningful change.
Whether we realise it or not, problem solving skills are an important part of our daily lives. From resolving a minor annoyance at home to tackling complex business challenges at work, our ability to solve problems has a significant impact on our success and happiness. However, not everyone is naturally gifted at problem-solving, and even those who are can always improve their skills. In this blog post, we will go over the art of effective problem-solving step by step.
You will learn how to define a problem, gather information, assess alternatives, and implement a solution, all while honing your critical thinking and creative problem-solving skills. Whether you’re a seasoned problem solver or just getting started, this guide will arm you with the knowledge and tools you need to face any challenge with confidence. So let’s get started!
Individuals and organisations can use a variety of problem-solving methodologies to address complex challenges. 8D and A3 problem solving techniques are two popular methodologies in the Lean Six Sigma framework.
Methodology of 8D (Eight Discipline) Problem Solving:
The 8D problem solving methodology is a systematic, team-based approach to problem solving. It is a method that guides a team through eight distinct steps to solve a problem in a systematic and comprehensive manner.
The 8D process consists of the following steps:
Download the 8D Problem Solving Template
The A3 problem solving technique is a visual, team-based problem-solving approach that is frequently used in Lean Six Sigma projects. The A3 report is a one-page document that clearly and concisely outlines the problem, root cause analysis, and proposed solution.
The A3 problem-solving procedure consists of the following steps:
Subsequently, in the Lean Six Sigma framework, the 8D and A3 problem solving methodologies are two popular approaches to problem solving. Both methodologies provide a structured, team-based problem-solving approach that guides individuals through a comprehensive and systematic process of identifying, analysing, and resolving problems in an effective and efficient manner.
The definition of the problem is the first step in effective problem solving. This may appear to be a simple task, but it is actually quite difficult. This is because problems are frequently complex and multi-layered, making it easy to confuse symptoms with the underlying cause. To avoid this pitfall, it is critical to thoroughly understand the problem.
To begin, ask yourself some clarifying questions:
Answering these questions will assist you in determining the scope of the problem. However, simply describing the problem is not always sufficient; you must also identify the root cause. The root cause is the underlying cause of the problem and is usually the key to resolving it permanently.
Try asking “why” questions to find the root cause:
By repeatedly asking “ why ,” you’ll eventually get to the bottom of the problem. This is an important step in the problem-solving process because it ensures that you’re dealing with the root cause rather than just the symptoms.
Once you have a firm grasp on the issue, it is time to divide it into smaller, more manageable chunks. This makes tackling the problem easier and reduces the risk of becoming overwhelmed. For example, if you’re attempting to solve a complex business problem, you might divide it into smaller components like market research, product development, and sales strategies.
To summarise step 1, defining the problem is an important first step in effective problem-solving. You will be able to identify the root cause and break it down into manageable parts if you take the time to thoroughly understand the problem. This will prepare you for the next step in the problem-solving process, which is gathering information and brainstorming ideas.
Gathering information and brainstorming ideas is the next step in effective problem solving. This entails researching the problem and relevant information, collaborating with others, and coming up with a variety of potential solutions. This increases your chances of finding the best solution to the problem.
Begin by researching the problem and relevant information. This could include reading articles, conducting surveys, or consulting with experts. The goal is to collect as much information as possible in order to better understand the problem and possible solutions.
Next, work with others to gather a variety of perspectives. Brainstorming with others can be an excellent way to come up with new and creative ideas. Encourage everyone to share their thoughts and ideas when working in a group, and make an effort to actively listen to what others have to say. Be open to new and unconventional ideas and resist the urge to dismiss them too quickly.
Finally, use brainstorming to generate a wide range of potential solutions. This is the place where you can let your imagination run wild. At this stage, don’t worry about the feasibility or practicality of the solutions; instead, focus on generating as many ideas as possible. Write down everything that comes to mind, no matter how ridiculous or unusual it may appear. This can be done individually or in groups.
Once you’ve compiled a list of potential solutions, it’s time to assess them and select the best one. This is the next step in the problem-solving process, which we’ll go over in greater detail in the following section.
Once you’ve compiled a list of potential solutions, it’s time to assess them and select the best one. This is the third step in effective problem solving, and it entails weighing the advantages and disadvantages of each solution, considering their feasibility and practicability, and selecting the solution that is most likely to solve the problem effectively.
To begin, weigh the advantages and disadvantages of each solution. This will assist you in determining the potential outcomes of each solution and deciding which is the best option. For example, a quick and easy solution may not be the most effective in the long run, whereas a more complex and time-consuming solution may be more effective in solving the problem in the long run.
Consider each solution’s feasibility and practicability. Consider the following:
You’ll be able to tell which solutions are likely to succeed and which aren’t by assessing their feasibility and practicability.
Finally, choose the solution that is most likely to effectively solve the problem. This solution should be based on the criteria you’ve established, such as the advantages and disadvantages of each solution, their feasibility and practicability, and your overall goals.
It is critical to remember that there is no one-size-fits-all solution to problems. What is effective for one person or situation may not be effective for another. This is why it is critical to consider a wide range of solutions and evaluate each one based on its ability to effectively solve the problem.
When you’ve decided on the best solution, it’s time to put it into action. The fourth and final step in effective problem solving is to put the solution into action, monitor its progress, and make any necessary adjustments.
To begin, implement the solution. This may entail delegating tasks, developing a strategy, and allocating resources. Ascertain that everyone involved understands their role and responsibilities in the solution’s implementation.
Next, keep an eye on the solution’s progress. This may entail scheduling regular check-ins, tracking metrics, and soliciting feedback from others. You will be able to identify any potential roadblocks and make any necessary adjustments in a timely manner if you monitor the progress of the solution.
Finally, make any necessary modifications to the solution. This could entail changing the solution, altering the plan of action, or delegating different tasks. Be willing to make changes if they will improve the solution or help it solve the problem more effectively.
It’s important to remember that problem solving is an iterative process, and there may be times when you need to start from scratch. This is especially true if the initial solution does not effectively solve the problem. In these situations, it’s critical to be adaptable and flexible and to keep trying new solutions until you find the one that works best.
To summarise, effective problem solving is a critical skill that can assist individuals and organisations in overcoming challenges and achieving their objectives. Effective problem solving consists of four key steps: defining the problem, generating potential solutions, evaluating alternatives and selecting the best solution, and implementing the solution.
You can increase your chances of success in problem solving by following these steps and considering factors such as the pros and cons of each solution, their feasibility and practicability, and making any necessary adjustments. Furthermore, keep in mind that problem solving is an iterative process, and there may be times when you need to go back to the beginning and restart. Maintain your adaptability and try new solutions until you find the one that works best for you.
Daniel Croft is a seasoned continuous improvement manager with a Black Belt in Lean Six Sigma. With over 10 years of real-world application experience across diverse sectors, Daniel has a passion for optimizing processes and fostering a culture of efficiency. He's not just a practitioner but also an avid learner, constantly seeking to expand his knowledge. Outside of his professional life, Daniel has a keen Investing, statistics and knowledge-sharing, which led him to create the website www.learnleansigma.com, a platform dedicated to Lean Six Sigma and process improvement insights.
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Posted on Dec 9, 2016
Assume one of your top values is Accountability . When your decisions and behaviors support this value, there is a sense of satisfaction, peace, and fulfillment. For example, saying to your boss, “ The project we discussed is now complete, and within the promised timeframe. ”
When this happens, you likely experience a values conflict . Your decisions and behaviors did not support your top value.
Now imagine that your top values are Excellence and Accountability, in that order. If a quality issue occurred that caused a delay in meeting a promised deadline, there might be no values conflict (or much less of one). When you’re demonstrating support for a top value (i.e. Excellence), it’s feels acceptable to sacrifice a secondary value (i.e. Accountability).
This is called a values trade-off and confirms the importance of rank-ordering your top values. By prioritizing your values, it helps you make better decisions, and minimizes that unpleasant experience when one value must be sacrificed over another.
The same is true in organizations. And no matter what the core values are, or their priority order, there will be conflict.
In such cases, it’s very beneficial to have clearly defined core values. This helps employees work through healthy conflict using the core values as a conflict resolution tool.
Unfortunately for many employees, there’s a lot of unhealthy conflict where they work. A telltale sign of unhealthy conflict is when the discussion is people-centric instead of problem-centric. In such cases it tends to get personal and nasty very quickly. The reason for such unhealthy conflict is common, and avoidable: blaming others for our own problems .
This form of conflict is the reason most people demonstrate a fear of conflict. In addition, the consequences for unhealthy conflict can be severe, from dis-engaged employees to lack of commitment to reduced productivity.
So what can you to about it?
There are four viable options to resolve any kind of conflict, including a values conflict:
There are also two other popular ways to deal with conflict, neither of which is useful or effective.
What about a values conflict between your personal values and your company’s values? This is a serious and important issue that can’t be addressed in this article (without making it into a book!). However, the short answer is to ask yourself this question: “ Am I in an environment that provides me the opportunity to do my best work, or do I need to plan for a change?”
Bottom line : There are both healthy and unhealthy conflicts. Well-defined core values are a useful tool for employees to work through healthy conflicts. Regardless of the type of conflict, there are effective ways to resolve them.
What are values.
How to define 3 Core Values and Integrate them into your organization?
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AHRMA Keynote Speaker! Forging Values with Robert Ferguson!Is Empathy one of them?Learn more Ferguson Values! Posted by Austin Human Resource Management Association on Thursday, October 8, 2015
PON – Program on Negotiation at Harvard Law School - https://www.pon.harvard.edu
Discover how to build a winning team and boost your business negotiation results in this free special report, Team Building Strategies for Your Organization, from Harvard Law School.
A value conflict over sacred issues can be one of the most difficult challenges to overcome in negotiation and conflict resolution. research on value conflict offers strategies for moving beyond entrenched positions..
By PON Staff — on April 9th, 2024 / Conflict Resolution
Some of our most heated negotiations and disputes involve value conflict over our core values, such as our personal moral standards, our religious and political beliefs, and our family’s welfare.
Consider these value conflict examples :
These types of value conflict , which highlight our norms, beliefs, and identities, can be incredibly difficult to resolve. When our most deeply held beliefs and principles are at stake, we often ratchet up value conflict out of a desire to be heard, refuse to make any concession that would appear to compromise our values, or categorically refuse to negotiate. Drawing on new research, we present three strategies for negotiating value-based conflict.
In our FREE special report from the Program on Negotiation at Harvard Law School - The New Conflict Management: Effective Conflict Resolution Strategies to Avoid Litigation – renowned negotiation experts uncover unconventional approaches to conflict management that can turn adversaries into partners.
1. Assess Whether the Value Is Truly Sacred
Value conflict often arises because one or more of the parties involved consider a value to be sacred and nonnegotiable. In some cases, our values truly are sacred and not open to compromise. In other situations, however, our values turn out to be “pseudo-sacred”—that is, we are willing to negotiate them under certain conditions, notes Harvard Business School professor Max H. Bazerman.
For example, in one study, negotiators with little power were more likely to compromise on a seemingly sacred issue than were negotiators with greater power, Notre Dame University professor Ann E. Tenbrunsel and her colleagues found in their research . A lack of alternatives led low-power negotiators to become more flexible.
Before refusing to budge on an issue you deem sacred, try to envision an outcome that would allow you to abide by the spirit of your values even as you make concessions on the specifics. Similarly, if a counterpart insists a particular issue is sacred, you might make a proposal that honors their values while also bringing you closer to agreement.
This doesn’t mean putting price tags on your most cherished beliefs; rather, it means thinking creatively about how to meet broader goals. Imagine, for example, that you adamantly oppose your sibling’s intention to sell some of your late parents’ possessions. But what if you donated your share of the proceeds from the sale to a charity your parents supported? You might prefer this outcome and avoid a protracted value conflict.
2. Offer a Concession on a Core Value
You may be able to induce cooperation from a reluctant counterpart in a value conflict by making a difficult but symbolic concession on a key principle.
In a 2007 study , Jeremy Ginges of the New School for Social Research and his team presented various proposals for resolving the Palestinian-Israeli conflict to citizens residing in the West Bank and Gaza: Jewish-Israeli settlers, Palestinian refugees, and Palestinian student supporters of Hamas. All three groups rejected proposals that would require their group to make a concession on a core issue in exchange for peace. And when each side was also offered significant economic aid, they were repulsed by the idea of trading their sacred values for cash.
However, when asked whether they would accept the peace deal if accompanied by a significant concession from the opposing side on one of its sacred values, all three groups became willing to negotiate. The Israeli settlers agreed to make concessions if Hamas accepted Israel’s right to exist. The Palestinian refugees grew more flexible if Israelis would relinquish their claim to the West Bank. And the Palestinian students became ready to bargain if the Israelis were willing to officially apologize for Palestinian suffering in the conflict.
When sacred values are at stake, we are likely to be offended by the suggestion that our support can be “bought.” Proposing a meaningful sacrifice on one of your own core values may demonstrate your seriousness, inspire reciprocation, and avoid a value conflict.
3. Affirm the Other Side’s Positive Qualities
In a value conflict, thinking about qualities you appreciate in your counterpart, such as trustworthiness or deep convictions, can help parties create value, researchers Fieke Harinck of Leiden University in the Netherlands and Daniel Druckman of George Mason University found in their research .
This result dovetails with findings from University of California at Los Angeles professor Corinne Bendersky showing that negotiators can soften their counterpart’s firm stance on a seemingly sacred value by making statements that affirm the counterpart’s status, such as “I have a lot of respect for people like you who stand by their principles.” It seems an opponent’s affirmation of our status buffers us against the identity threat we’d suffer if we compromised on a core issue and makes us more open to value creation in the process.
What other strategies have you found to be effective in resolving value conflict?
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Preparing for negotiation.
Understanding how to arrange the meeting space is a key aspect of preparing for negotiation. In this video, Professor Guhan Subramanian discusses a real world example of how seating arrangements can influence a negotiator’s success. This discussion was held at the 3 day executive education workshop for senior executives at the Program on Negotiation at Harvard Law School.
Guhan Subramanian is the Professor of Law and Business at the Harvard Law School and Professor of Business Law at the Harvard Business School.
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BMC Public Health volume 22 , Article number: 210 ( 2022 ) Cite this article
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Promoting health equity and reducing heath inequities is a foundational aim and ethical imperative in public health. There has been limited attention to and research on the ethical issues inherent in promoting health equity and reducing health inequities that public health practitioners experience in their work. The aim of the study was to explore how public health providers identified and navigated ethical issues and their management related to promoting health equity within services focused on mental health promotion and preventing harms of substance use.
Semi-structured individual interviews and focus groups were conducted with 32 public health practitioners who provided public-health oriented services related to mental health promotion and prevention of substance use harms (e.g. harm reduction) in one Canadian province.
Participants engaged in the basic social process of navigating conflicting value systems . In this process, they came to recognize a range of ethically challenging situations related to health equity within a system that held values in conflict with health equity. The extent to which practitioners recognized, made sense of, and acted on these fundamental challenges was dependent on the degree to which they had developed a critical public health consciousness. Ethically challenging situations had impacts for practitioners, most importantly, the experiences of responding emotionally to ethical issues and the experience of living in dissonance when working to navigate ethical issues related to promoting health equity in their practice within a health system based in biomedical values.
There is an immediate need for practice-oriented tools for recognizing ethical dilemmas and supporting ethical decision making related to health equity in public health practice in the context of mental health promotion and prevention of harms of substance use. An increased focus on understanding public health ethical issues and working collaboratively and reflexively to address the complexity of equity work has the potential to strengthen equity strategies and improve population health.
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Promoting health equity and reducing health inequities are considered both moral imperatives and ethical endeavors in public health (PH) [ 1 ]. Health inequities are unjust, unfair and result from potentially remediable conditions that impact and are implicated in the development of poor health outcomes [ 2 ]. Promoting health equity requires addressing the conditions that produce health inequities through engaging affected communities and taking action on the social determinants of health [ 1 ].
Historically, bioethics has been dominated by clinical biomedical issues that are concerned with the relationship between individual providers and clients in the provision of acute care and being able to enact right courses of action [ 3 ]. The underpinnings of PH, rooted in social justice, illuminate many ethical tensions in policy and practice related to communities and populations that are not generally identified or of concern in biomedical ethics [ 4 , 5 ]. To date, there has been almost no attention to and research on the ethical issues inherent in reducing health inequities experienced by PH practitioners as they navigate these issues [ 6 ]. For example, there is considerable work related to advocacy for and integration of health equity in various areas of public health practice but little focus on the ethical issues associated with implementation and integration [ 7 , 8 , 9 , 10 ]. In previous work, we identified and named a range of ethical tensions encountered by public health practitioners working in mental health promotion and prevention of harms of substance use [ 11 ]. The purpose of this article is to report a grounded theory study of PH practitioners and their processes of navigating ethical issues related to health equity in PH practice of mental health promotion and prevention of harms of substance use in Canada.
Dominant health care ethics theoretical perspectives and frameworks are primarily attuned to assessing and addressing individual and biomedical issues [ 12 , 13 , 14 ]. Several authors have pointed out that ethical concerns in PH have not been adequately addressed through dominant bioethical frameworks [ 15 , 16 , 17 , 18 ]. Others have noted that PH providers cannot simply adopt the principles of biomedical ethics but require a critical perspective on philosophical and theoretical approaches to dealing with PH ethical concerns [ 19 , 20 ].
There has been growing interest in and expansion of the field of PH ethics as an area of inquiry separate from clinical bioethics [ 14 , 21 , 22 ]. PH ethics is a field of applied ethics distinct from biomedical ethics in that it: 1) focuses on populations rather than individuals; 2) brings equity to the forefront; 3) considers upstream action on the social determinants of health; and 4) aims to prevent illness and disease [ 23 ]. Thus, the ethics of PH is as distinct from traditional bioethics as is the practice of PH from biomedically oriented approaches to care.
From the time of Virchow, known as the founder of the critical public health movement, to the present, PH has placed a strong value on advocacy, attention to inequity, political and structural influences on health, as well as solidarity and interdependence [ 4 , 24 ]. The driving force of PH ethical frameworks are not only the community and population health-oriented nature of PH [ 25 ], but also those of social justice and equity [ 14 ]. Thus, the social justice foundations of PH give rise to a different value system than guiding practice in the overall health care system, which despite being considered universal and publicly funded in Canada, continues to be driven by a rationalized illness orientation with associated values of cure, efficiency and cost-effectiveness [ 26 ]. In turn, this creates many ethical tensions at the PH policy and program level that arise when working within communities and at the population level [ 4 , 5 ]. Thus, the location of the PH system in Canada within the larger biomedically-oriented health care system dominated by individualistic values has created value tensions between PH and health care writ large [ 27 ].
To advance ethical theory building for PH practice, it is critical to ground ethical perspectives in the everyday ethical concerns that arise for practitioners and decision makers [ 28 ]. The goal of this grounded theory study was to describe the basic social process of navigating conflicting value systems, including how PH practitioners identify, make sense of, and respond to ethical issues in their practice related to promoting mental health and preventing harms from substance use. The research questions for this study were: (1) what are the specific ethical issues encountered by PH practitioners in their efforts to reduce health inequities associated with mental health and substance use, and (2) how do PH practitioners navigate and manage these ethical issues in their practice? Our goal is to use insights from this theory in forthcoming work to develop a framework for ethical PH decision making.
We employed grounded theory methodology for this study because it is useful for exploring, identifying and analyzing complex processes over time, in particular in situations that have not been previously studied or where existing research has left gaps [ 29 , 30 ]. Specifically, we used Charmaz’ [ 31 ] constructivist grounded theory analytic methods. From this perspective, shared understandings of a phenomenon are co-constructed by participants and researchers during the production of and interaction with data throughout the research process.
This study is one of four interrelated studies in the Equity Lens in Public Health (ELPH) program of research [ 32 ]. The purpose of this five-year program of research was to guide and inform learning about the integration of an equity lens in PH in the large geographically diverse province of British Columbia, Canada and to contribute knowledge about health inequities reduction during a time of PH renewal in Canada. As part of this renewal, key strategic documents, including A Framework for Core Functions in Public Health [ 33 ], and the Guiding Framework for Public Health in British Columbia [ 34 ], identified the importance of applying an equity lens to all PH programs and services. While several Canadian provinces have included attention to vulnerable populations or incorporation of health equity into public health programs, the British Columbia framework specifically names the application of an equity lens as cross cutting theme to be addressed in all public health programs. The Core Functions Framework [ 33 ] consisted of 21 core programs in four broad areas: health improvement; disease, injury, and illness prevention; environmental health; and health emergency management. In the Guiding Framework, these 21 programs were integrated into seven visionary goals reflecting broad areas of public health focus: healthy living and healthy communities; maternal, child and family health; positive mental health and preventing substance use harms; communicable disease prevention; injury prevention; environmental health; and public health emergency management. A focused provincial mental health and substance use framework was also subsequently developed with the vision of transforming care systems away from acute crisis-oriented approaches toward an equity and prevention orientation across the life course. For this study, in collaboration with regional health authority and government partners, mental health promotion and prevention of substance use harms were selected as the PH areas of focus for this study to learn about ethical decision making in practice.
In collaboration with health authority partners and through advertising in professional forums, we used purposive and snowball sampling to identify PH practitioners with responsibilities for mental health promotion and/or prevention of harms of substance use in their work. The main inclusion criteria were working in a public health program that had a primary emphasis on mental health promotion or prevention of harms of substance use such as maternal child health programs and harm reduction programs. We aimed to recruit participants who had direct experience with supporting clients in universal or targeted programs intended to reduce health inequities. Participants were invited to contact the research team directly or, through participation in one of the three other ELPH studies, participants were asked if they would be willing to share their contact information to learn more about this study.
There were 32 participants in this study (28 female and 4 male), from all geographical regions in the province ( Fraser Health, Island Health, Vancouver Costal Health, Northern Health, and Interior Health ) as well as the BC Provincial Health Services Authority, which plans and coordinates access to specialized health-care services including mental health and substance use services. Participants held PH roles within harm reduction programs, pre and postnatal support, and HIV and communicable disease programs. These programs were funded and primarily delivered through health authorities which are quasi governmental regional bodies responsible for all of the health care services in the province including public health.
Eleven participants self-identified as working in traditional PH staff roles (e.g. PH workers or nurses) and 21 worked more explicitly in harm reduction and sexually transmitted infection programs. Twenty-five of the participants (78%) identified as Registered Nurses. Overall participants had practiced for an average of 6.05 years (range 6 months to 20 years) in their current position and an average of 10.26 years (range 6 months to 40 years) in PH. All but one participant had completed post-secondary education programs. These demographics reflect the age, gender, and educational characteristics of the general Canadian nursing workforce [ 35 ]
We conducted 29 semi-structured individual interviews (primarily via telephone) and one face to face focus group with three participants between November 2014 and February 2016. Interviews lasted approximately 60 minutes. Semi-structured and open-ended interview questions were used to encourage responses important to the participants. We recorded and transcribed interviews verbatim, and transcripts were verified by the study coordinator. Following each interview, observations and reflections were recorded and integrated into the analysis. Data were analyzed using NVivo© Version 10.
Five of the six study team members (four faculty and one research assistant) read the interviews and generated a set of inductive codes for the coding framework from the first few interviews. The research assistant continued coding the interviews line-by-line. Participant words were retained when appropriate in code names. Analytic distinctions were established through the inductive process of constant comparison, an integral part of the grounded theory analytic process that helps researchers move codes into higher level concepts while staying close to the data. Specifically, we compared incidents within the same interview and compared incidents and statements across interviews. Memoing and diagramming documented the analytic process and supported continued conceptualizing and theorizing. We held in-depth team discussions to further the data analysis through establishing relationships and differences between concepts, ultimately developing a grounded theory [ 31 ].
We took detailed notes during data analysis to create an audit trail of our analytic process. The research team used reflexivity to maintain awareness of structural influences and power relations throughout the research process. The sixth member of the team held the role of knowledge user and reviewed the grounded theory and the manuscript and provided feedback on credibility, originality, resonance, and usefulness, hallmarks of quality for constructivist grounded theory [ 31 ].
Grounded theorists assume that participants in the study share a basic social problem with which they are grappling. In this situation, the basic social problem that participants experienced in their health equity work was a set of ethical challenges that arose from the disjuncture they experienced between the values and goals of the healthcare system (including the PH system) and the values, goals, and standards that guided their practice. This problem was then resolved or managed by the participants through engagement in some type of action named as either a basic social process, a social-psychological process, or a social-structural process [ 29 ]. In this study, to address this basic social problem, participants engaged in the basic social process of navigating conflicting value systems in their health equity work in public health (Fig. 1 ).
The process of health equity work in public health: Navigating conflicting value systems
Participants identified coming to recognize a range of ethically challenging situations related to health equity within a system that held values that conflicted with their own. The extent to which an individual practitioner recognized these ethical challenges, however, was dependent on the degree to which they held or embraced a critical PH consciousness. Clearly, the recognition of ethical issues informed the way that they responded emotionally to, made sense of and took action on these issues. These ethically challenging situations, regardless of the extent to which the practitioner held a critical PH consciousness, impacted clients, practitioners and the health system itself through this process. Most significantly for PH practitioners, they experienced dissonance when working to navigate ethical issues related to health equity in their practice in a health system with different values.
Participants described a range of ethically challenging situations that centered on differing agendas between provincial or regional health systems and PH practice. These were situations in which they experienced value conflicts between system or organizational values and the values of PH. Participants described ethically challenging situations as those that arose when PH values or ethical principles were overlooked, dismissed, eroded or violated. These situations reflected tensions between competing health system and health equity values.
We briefly introduce four core ethical tensions here and describe these in more depth elsewhere [ 11 ]. The tensions were: 1) biomedical versus social determinants of health agenda, 2) systems driven care versus situational care, 3) systemic stigma and discrimination versus respect for persons, and 4) trust and autonomy versus surveillance and control. To varying extents, participants recognized that they were attempting to do health equity work “on the ground” in organizations in which the dominant health system focus was biomedicine with lack of value for PH generally or health equity specifically. They also highlighted how the pressure of meeting systems needs and requirements (manifested by practice structures such as procedures, guidelines, checklists) drove PH work rather than the situational needs of clients. Systemic stigma and discrimination were identified as pervasive barriers within the health care systems, particularly in relation to mental health and substance use, and participants voiced concerns about sending clients to services knowing or not knowing how they would be treated. Lastly, participants identified that they often experienced ethical tensions in situations in which preserving trust and choice came into conflict with requirements for surveillance and responses that emphasized social control rather than social support. They reported having to navigate carefully the issues of confidentiality to ensure public protection and to preserve trust and autonomy.
The extent to which public health providers recognized these tensions as ethical challenges was dependent on the degree to which they held or embraced strong commitments to social justice and health equity, which we have described as a critical PH consciousness. Participants described formative experiences, including how they were parented, their age and involvement in other societal movements, and their exposure to people who created a milieu that contributed to their awareness of social justice issues. One participant described their own process of developing social awareness:
I think as I got into nursing I met – inside and outside of nursing – you know, going to college and university – I met women that were involved in the women’s movement. I shared a place with a group of other women who were very socially active...we were all pretty activist in our hearts…then it’s like a snowball around social justice issues. (S4 - 31)
At that time, she was supported by a progressive manager who encouraged creativity and did not micromanage; thus, she felt an increased sense of autonomy and confidence in speaking out. However, this participant also shared that that their equity perspectives were quite different from many of their peers who were raised in more conservative environments and had more conservative experiences.
The depth of reflection on the situations that participants described was moving, and even motivating at times. In their personal reflections, they described processing these emotional responses as part of how they came to make sense of the situation.
Participants described experiencing a range of emotional responses during and after recognizing an ethically challenging situation. In some cases, it took time for them to reflect on what had happened and link what they were feeling to an ethical tension or moral distress or uncertainty. Moral distress occurs when a practitioner knows the right thing to do but is unable to enact an ethical decision due to internal or external constraints [ 36 , 37 ]. This is in contrast to moral uncertainty in which a practitioner may not be aware of the right actions. Primarily participants expressed negative self-oriented emotions, including feeling uncomfortable, uneasy, uncertain, sad and miserable. They worried whether they were doing the right thing and felt personally responsible for the outcomes even though, for the most part, what happened was out of their control.
Well unfortunately with the client, I’m not sure, the client is now missing and I think that the client is probably returned to an exploitative situation because that was the only option. I honestly have to say I probably cried, that happened on a Friday…. I did everything I could, and I just couldn’t, you know. We determined that there was no solution and I probably cried for just hours that weekend, you know. (S4-28)
In addition to self-oriented emotions, participants also identified emotional responses directed at the system. They feared that the equity perspective that would have facilitated access to appropriate resources was losing ground to the values of the dominant biomedical system. This self-reflection not only facilitated identification of emotional responses, but it also initiated a process of thinking through and making sense of the different elements of the ethical situation, including contributing factors, context, and personal perspectives.
Making sense refers to the process of how PH practitioners thought and reasoned about the various ethical situations that they encountered. These interpretations then informed the actions that they took or did not take. Participants described three strategies that they employed in making sense: 1) destigmatizing their perceptions, 2) learning to think ethically together; and 3) talking through situations collectively.
Many participants experienced a steep learning curve when they first started working with populations experiencing systemic and structural vulnerability. Their initial perceptions were often biased and judgmental, based on stereotypes and past personal and practice experiences. Participants described the processes that they used to acknowledge and examine these biases, including framing the issues differently (such as considering the social determinants of health), reflecting on why they felt uncomfortable, and seeking out opportunities to learn from other professionals and those with lived experience. A participant shared the personal story of growth:
I was very judgmental, had a lot of stigma … over the years that was unlocked for me and I forced myself to be a street nurse because I thought “you know [name]… you have way too much stigma and discrimination towards this bunch of people.” So that’s what I did. I forced myself to go into this work to change myself. And over time it did happen, and I began to understand. And I think that’s the crux, and it was for me. And from talking to the students, that they’ve had no exposure to date, they don’t understand, right? And once they hear people’s stories out there, I tell you, they come back with such a different perspective. Such a different perspective. It’s unbelievable. (S4-20)
This participant, a street nurse with their practice focused on supporting marginalized populations characterized by extreme poverty and homelessness, highlights a change in thinking over time, increasing their critical PH consciousness and capacity to think more critically about their practice, through intentional learning facilitated by continual engagement with clients. An important aspect of this process was recognizing the history and context in which an individual, family or community is embedded. When they framed this bigger picture for themselves, they gained insight into the broader context of the situations that they encountered helping them navigate through the issues and identify appropriate actions. Other participants with a more underdeveloped sense of PH, for example those newer to PH, had comments that were more biomedically focused. For example, one participant shared that within their team, understandings of harm reduction varied greatly:
I’ve had colleagues say, “Oh, I had a great harm reduction conversation with this client about cocaine. I told them never to use cocaine, and how bad it is, and how it will mess up their nose, and what their future will be like. (S4-15)
This colleague demonstrated a narrower, biomedically-focused approach to harm reduction, thus providing less opportunity to explore equity-oriented solutions to addressing the harms of substance use.
Some participants noted that they used or wanted to learn to use the language of ethics to make sense of and bring ethical issues to light. They shared that they often did not use ethical language in conversations with their colleagues but in hindsight saw that they were dealing with ethical concerns:
I always feel I fall short a little bit in these conversations because I think sometimes for me that the ethical uncertainty and ethical distress, they’re terms that I think I experience all the time but it’s hard to language. (S4-08)
They reflected that it would be helpful to be able to articulate what the ethical issues are and how to address them in ways that were not just mechanistic, but were strongly grounded in health equity principles.
Participants also identified the importance of being able to identify core ethical values in their workplace, including health equity and social justice, and infusing these values through their decision making and actions.
I think that… it’s a collective goal of our staff to increase equity to healthcare and better wellbeing for the folks that we work with. I think that we’re practicing in alignment with our values as much as we can. As a supervisor, helping staff to be in as much in alignment with their values is one of the most important things and I see it as vital to staff retention and staff health and their ability to support other people. (S4-08)
Being able to practice in teams in which these shared values were held was seen to promote work satisfaction and retention, maximize the quality of care, and avoid staff burnout. Some participants wondered if PH and street nursing attracted a “certain kind of person” that shared these ethical and political values. Some organizations had more control than others over how to hire people specifically for these expressed interests and commitments, with a greater challenge noted in collective agreement environments.
The support of like-minded colleagues was noted as being critical for being able to talk through issues, explore options for action and confirm decisions. This support may be formal (e.g., through established communities of practice, professional organizations, reflective supervision, or team debriefing) or informal (e.g., friends who are nurses but not colleagues).
We don’t work in isolation, that’s for sure. We do have colleagues and people that we can talk to within our team, run things by. You know, “what do you think I should do in this case?” And I’ve often heard through talking with colleagues, we’ve often asked that question: “okay, how far do you go with this?” or “well do you really think that’s a good idea?” So those kinds of phrases that let me know that support that I have from my colleagues is excellent. And I really trust their opinion, and I know I’m not alone in doing this work, right? (S4-12)
Alternatively, practitioners lost a significant source of support and education when workplaces and teams were structured in such a way that there was no time or opportunity to consult and engage in dialogue. There was also reduced trust within the team when there was continual change in team composition, membership and leadership, in particular if colleagues were not seen as practicing from the same paradigm:
Not everybody is sympathetic. They can’t understand why they are doing the things they are doing. Yeah, ethically that is another challenge as well, dealing with your peers and dealing with fellow healthcare nurses that are not on the same page (S4-20).
Some participants shared that they had to make decisions about whether it was worth their time or energy to have conversations with or challenge the understanding of certain colleagues. They then could, in fact, feel isolated and in some cases even stigmatized within their teams. Overall, the outcome of this sense making process, whether internal or collective, was for PH practitioners to then feel more confident in making decisions on what actions were appropriate to take to address the situation.
Taking action refers to the approaches and strategies that PH practitioners used to respond to and resolve the ethical situations they encountered in their practice. Once they recognized and made sense of an ethical situation involving health equity and reflected on and processed their emotional responses, participants acted based on their level of critical PH consciousness and the extent to which they were in a supportive practice environment often having to navigate conflicting value systems. This included: 1) advocating and 2) doing whatever it takes.
The concept of advocacy was framed by participants from systems responsibility and population rights perspectives. Health systems were described as operating from standardized efficiency approaches (i.e., ticking the boxes on a form and saying the job is done) in which there was no place for caring, creativity and individualizing. Advocacy strategies included getting on committees to move issues forward, lobbying for additional resources, channeling venting into action, and keeping an eye open for timely opportunities to insert key equity messages.
I think what we really need to do as healthcare workers, as women, and as people in these jobs, is we need to have, have a bigger political voice. Because nothing’s going to change on the lower levels unless we’re more vocal about it. So for me, it’s hard because I don’t like to speak out to the “up-aboves” and I don’t like to push. But unless we, as groups that have this, or you know, as being a mom myself, for getting people organized together, voting and going to more political action, I don’t think that it’s going to change. (S4-04)
Advocacy was often focused on creating opportunities for the voices of people with lived experiences to be heard and valued at decision-making tables, including creating and resourcing peer advisory committees. One participant described how they integrated client voice into ongoing strategic community planning:
We are about to go into a round table process with [community leaders] to talk about moving forward on establishing supervised consumption services and what that could look like. And a big part of the campaign is we have a peer advisory committee, so we have people with experiential knowledge related to illicit drug use who are involved with the campaign and who we want to foreground their experience and their voices in moving forward on this stuff. You know, the whole “nothing about us without us” concept. (S4-08)
This type of advocacy for experiential voices that are often excluded to be included is consistent with key strategies for promoting health equity through client and community engagement and social inclusion [ 11 ].
Participants demonstrated through their stories that they were persistent, resilient, creative and sometimes subversive to obtain the resources and supports needed by their clients in spite of conflicting value systems. For example, some participants leveraged their relationships with other programs and agencies and bartered resources. They circumvented organizational policy and role definition barriers. “Work arounds” were related to accessing resources, referring quickly, sharing information about clients across systems, and maximizing clients’ ability to meeting criteria for accessing services such as housing.
I have other methods that I can obtain things, you know. And it’s not illegal just so you know! It’s just people I can call and say “can you send this?” and they do, and we trade things back and forth, or I can go up to the local hospital and say “look, this is what I need. It’s a lot less expensive for me to give 10 of these than it is if we’d have to send the family in through emergency.” So that’s not a threat. When you explain it to somebody like that, they’re like “okay what do you need? (S4-16)
Some participants found themselves in ethically challenging situations in which they either had bend the rules to create trust or subject their clients to greater social control. In this example, the participant chose to work the system rather than disadvantaging the client who may not persist further after experiencing a barrier:
And I’m not your average nurse (laughter). You know, I kind of bend the rules for clients where I can, and I think they really appreciate that. And I think it’s just kind of, you know, whether that’s sending in an STI sample that’s for somebody without a PHN [Personal Health Number] or whatnot. They just really appreciate that kind of thing, and it goes that extra mile. And then you build trust with them, and then they tell their friends about it and all of a sudden you’ve got a bigger marginalized clientele that’s coming in and people start to know you for being a more relaxed nurse. (S4-26)
Taking action was not achieved in discrete actions that were easily laid out in a stepwise process. There were multiple actions and approaches based on how participants made sense of ethically challenging situations that were complex and intertwined in order to navigate conflicting value systems.
When PH practitioners recognized and attempted to navigate ethically challenging situations there was an impact or effect on them, and also on their clients and the health system in some way. The result of the process of navigating conflicting value systems was experienced as dissonance by participants, where they knew what was possible in a strong PH system focused on health equity, yet they saw the reality of the bio-medically oriented system in which health inequities and marginalization were experienced by their clients. PH practitioners thus often felt: 1) powerless as they witnessed inequities; 2) feeling like a stranger in a strange land; and 3) like they were living in a middle ground. Ultimately, they felt caught between their employer and their professional obligations and the feeling of responsibility, which ran the risk of leading to burnout.
Participants frequently witnessed and heard stories of health inequities lived by the clients they served and yet had no power or resources to address these inequities. PH practitioners described seeing limited to no systemic response to addressing the determinants of health in a substantive way. It weighed heavily on them when they saw what needed to happen but were not able to do what they knew could make a difference. That, coupled with high workloads, was felt to lead to poorer personal outcomes for participants who experienced burnout.
Well I think that’s… certainly part of the burnout is you go home from work for the day and you think “oh, I didn’t get that done, I didn’t get that done, I haven’t been to that school for 2 weeks, and I need to…” you know? You carry it home with you. As hard as you try not to, you know I wake up in the night thinking about this kid or that kid or that teacher and it takes a lot of energy to put that aside and just be at home. You know, “that’s my job” it’s separated out, compartmentalize. That takes energy. (S4-18)
Participants described feeling a sense of powerlessness in holding the position of continually bearing witness to inequities experienced as mentally, emotionally, and physically exhausting. Compassion fatigue and burnout were readily evident in participant stories.
Depending on the work team and organization, some practitioners felt as if they were standing alone, isolated in their ethical and moral distress, in their work to reduce health inequities. They felt responsible for taking action and being the voice of advocacy on their team. One strategy used by practitioners who felt isolated in their approach to their work was to find other like-minded people external to their organization with whom they could work through ethically challenging situations. For example, one participant noted:
Well it really depends, because I have a little gaggle of friends who are nurses, and some are not, but mostly nurses who I can talk to about this and they agree and I don’t feel like I’m a stranger in a strange land . (S4-02)
Another practitioner also identified the feeling of isolation on the team stating: “But it is quite embarrassing to always be the person bringing it up. Like it’s like beating the dead horse.,,So it’s awkward. But it’s not something that’s okay to just see what happens and ignore it” (S4-15). The impact of being alone or being embarrassed affected the way they reflected on their quality of work life and ability to do their job and thus their willingness to stay in their position.
The final impact of navigating conflicting value systems was to make the decision to settle on something less than their ideal. One participant framed their tactic as resigning to live in the middle ground, having considered the benefits and drawbacks to continuing to practice based on PH values.
I personally I think I’ve gotten to a point in my life where I feel like I’ve sort of made a deal and I live in the middle ground, meaning there are certain limitations to my work that I have to accept if I’m going to work for this organization, which there’s lots of perks, including a nice stable pay cheque, whereas if I quit and work for [another community organization] for example, where you get to be a bit more radical, some of those perks are gone. So, I feel like it’s trying to balance personal responsibilities for my family and my personal integrity and then trying to find a way within [health authority], which is a very hierarchical bureaucracy – and I mean I feel like I work in a good little pocket where we try and subvert some of the policies. (S4-07)
Working out this balance was important for PH practitioners as they came to understand how to survive in conflicting value systems and still maintain enough of a degree of health equity thinking that they could feel they were meeting their ethical obligations. Ultimately, some participants left the workplace when they felt that they were no longer able to make sense of or live ethically with the work that they were doing.
Overall, our findings support research emerging from the evolving field of PH ethics. Specifically, the findings highlight the tension that arises for PH practitioners when the obligation to focus on the health and well-being of populations is situated within health care delivery systems that are primarily structured to focus on individuals and acute care needs [ 14 , 38 ]. The basic social process identified by PH practitioners in this grounded theory study was navigating conflicting value systems to promote health equity in public health. The process of navigating these tensions began with recognition that there was an ethical issue at play. This awareness, and the sense making and action that followed, was contingent on the degree to which an individual had developed critical PH consciousness. The recognition of ethical issues in PH practice spanned the dominant health system values of a biomedical agenda, systems driven care, systemic stigma and discrimination, and surveillance and control. These values did not align with those of the PH practitioner, which included health equity, situational care, respect for persons, and choice and relational autonomy [ 4 ]. Practitioners often had an emotional response to this misalignment, frequently interpreted as an ethical tension or a sense of moral distress. They made sense of the ethical issue through internal and collective reasoning processes, and shifted to action including advocacy through engaging with the system and encouraging participation of people experiencing inequities. The overall impact of navigating conflicting value systems was one of living in dissonance, often caught between what they knew they ought to be doing and what they were expected to do.
The moral foundation of PH practice has been described as determining the balance between what PH is and what PH practitioners think it should be [ 39 ]. In this study, participants demonstrated their moral foundation and ethical awareness through language that aligned with the concept of critical PH consciousness (CPHC), based on Freire’s [ 40 , 41 ] framework of critical consciousness. Freire [ 40 ] posited that learners who connect with their personal, intellectual, and emotional experiences can discuss them with others, resulting in a reflective reading of the world (or conscientization), concentrating on changing societally embedded inequities. Participants in this study varied in the extent to which they demonstrated CPHC. Some PH practitioners expressed a high degree of CPHC, citing a full range of ethical issues encountered in doing health equity work spanning multiple contexts. The depth of reflection on these situations was moving and motivating. Their personal reflections included the identification and processing of emotional responses which contributed to making sense of the situation. Those demonstrating a high degree of CPHC were relentless advocates and did whatever they could to meet the client’s needs, even when it meant circumventing rules and system limitations. Other PH practitioners were less aware of the broad range of ethical issues related to health equity in their work, thus expressing less of a CPHC and holding a more restricted idea of what they viewed as an ethical issue. The degree to which participants held a CPHC was integral to the kind of impacts they identified clients as experiencing, as well as impacts on themselves and others. It also subsequently expanded or limited the possibilities for action that they considered. However, a high degree of CPHC was noted to make them more vulnerable to experiencing moral distress and thus burnout.
PH practitioners’ conceptions of ‘doing good’ did not come solely from abstraction or theory. It appeared that their obligation to act arose from their situated position proximal to service users’ lived experience. We noted that participants with limited direct exposure to lived experiences of marginalization and less awareness of and commitment to equity and social justice were less likely to see inequities as structural and more likely to locate responsibility for inequities within the individual and their behaviour or lifestyle. PH practitioners that had a critical socio-structural understanding of health issues were more likely to have had experience working with marginalized populations or in some cases had their own lived experience of or identification with issues including substance use and mental health. Thus, the capacity to develop CPHC seemed to have proximity, dose, and exposure dimensions.
Practitioners routinely experienced ethical concerns resulting from their daily encounters with clients, yet had few organizational resources available to support their ethical decision making. While there may be ethics consultation support in healthcare organizations, this support was often geared toward individual and biomedical issues with few supports for PH practitioners grappling with everyday ethics in their practice. Ethical framework resources are needed and may be useful to guide reflection in practice. However, traditional biomedical frameworks will not capture such tensions around health equity. New frameworks are needed that specifically reflect PH values. Lee [ 38 ] suggests that even if the PH ethics field has not yet come to a place of agreement about a unifying theory, framework, or set of principles, there is still an immediate need for practice-oriented tools for recognizing ethical dilemmas and supporting consistent and defensible ethical decision making.
Providing time for critical reflection and dialogue is another essential resource in practice and in education to support PH practitioners to develop their CPHC, process their emotional responses, and problem solve ethical challenges. Ethical dialogue with a supportive practice team could serve to both decrease moral distress and facilitate development of CPHC. Hamric and Wocial [ 42 ] describes the creation of moral spaces and development of moral communities to facilitate interprofessional dialogue. Combined with decision making tools or frameworks, this reflection and dialogue can serve to not only alleviate moral distress, but also create avenues for collective social justice action.
Ortmann et al. [ 43 ] suggest that because public health itself is practical, pragmatic, and community oriented, ethical frameworks to guide public health practice must then be culturally, socially and politically aligned, and grounded in the public health values of health equity and social justice. However, the commitment to health equity and social justice has become difficult to sustain for many Canadian PH practitioners over the last two decades as health systems have shifted to corporate models of service delivery and as practice has increasingly become controlled [ 44 , 45 , 46 ]. It appears that in the face of these challenges, PH practitioners felt they had less support for responding to inequities, meeting the unique needs of individuals, or advocating for systemic concerns. Thus, when participants recognized and made sense of ethical issues and then took action on health inequities, they were demonstrating their own professional commitments to social justice rather than enacting organizational commitments to health equity. In other work, we have identified that health equity is often a value in name only and one held by individual practitioners and leaders but not necessarily organizations [ 47 ].
Some participants suggested that the current health and political environment in general is hostile to working toward social change, resulting in some PH practitioners going underground in the form of finding ways to work around the system to attempt advocacy and achieve what they feel is best for the client. “Workarounds”, known as strategies that differ from prescribed procedures taken to temporarily fix or circumvent problems, develop when the conditions and pressures of work in complex systems meet the structural constraints of these systems [ 48 ]. Berlinger has characterized workarounds as ethically significant as they emerge from the tension that arises when complying with rules is impossible to reconcile with the demands of work [ 49 ]. From a complex systems perspective, they reveal the incommensurability between professional values and the demands of health care organizations as workplaces under pressure [ 49 ]. Although advocacy is clearly identified as a PH competency it was felt to be often negated or not encouraged in health care systems, even in PH systems that philosophically should be oriented this way [ 50 , 51 ]. Cohen and Marshall [ 52 ], in their scoping review of public health advocacy, found that the literature reflected a neoliberal preoccupation with individual responsibilities for health, thus reproducing rather than resisting corporate politics.
In addition to advocacy, the Core Competencies for Public Health Practice in Canada [ 51 ] are grounded in the fundamental values of health equity and social justice with an assumption that all health professionals share and can operationalize these values, despite differences in identity, social location, and cultural background among practitioners themselves. Furthermore, PH practitioners who are more engaged with traditional epidemiology and virology, may embrace biomedical ethics more than those whose work is in social epidemiology [ 53 ]. Alternatively, PH practitioners have clear real-life commitments to social justice and health equity, and may therefore have had greater opportunity to develop CPHC and have the capabilities for enacting or doing social change.
Overall, the process of navigating conflicting value systems required PH practitioners to have a high level of ethical awareness to understand the systemic challenges of complex healthcare delivery, as well as address the societal challenges of stigma and discrimination that accompanied mental health and substance use concerns. In this study, participants articulated the distress and high emotional costs that came with this awareness. Similar to other research on moral distress in health, they expressed frustration and powerlessness [ 54 , 55 ]. Unintended consequences for the PH practitioner of not resolving these tensions may include disenfranchisement, disengagement, attrition, decreased quality of care, and reduced population health impacts [ 54 , 55 ].
The participants in this study, whose practice focused on promoting mental health and reducing the harms of substance use, were for the most part clearly committed to equity and social justice and had developed the ability to vision and effect social change in a strategic way. However, they did not appear to draw on a shared language or coherent theory or framework to identify, make sense of and act on the ethically challenging situations they faced in their work. Additionally, the organizations and systems within which they worked were usually not designed or resourced to support the work of social change. Beyond inclusion of concepts such as advocacy in core competency frameworks, explicit ethical guidance for PH, in particular at the direct care level, is lacking [ 50 , 51 , 56 , 57 , 58 ]. The resources that are available tend to be framed around the biomedical concepts of autonomy, beneficence, non-maleficence, and justice [ 17 ]. Although health equity and social justice are core values of public health, there is not yet consensus on a practice-oriented ethical framework that integrates these differences into guidance for decision-making guidance [ 59 ].
Health equity work is not an abstraction for PH practitioners as they have acquired experiential knowledge about the messiness, challenges, and successes of this work, especially in the fields of mental health and substance use. For example, although there is a wealth of research that has exposed the systemic stigma in acute health care settings and the ways in which health care providers are complicit in reinforcing stigma, there is still little evidence available on how PH practitioners navigate systemic stigma [ 60 , 61 ]. An increased focus on understanding the ethical issues and working collaboratively and reflexively to address the complexity of equity work has the potential to generate new solutions and/or strengthen equity strategies.
A key strength of this study was that participant experiences reflected a wide range of organizational and geographical contexts across the Canadian province of British Columbia. Conversely, British Columbia represents one specific provincial political and economic healthcare jurisdictional perspective, so findings will need careful consideration when being translated to different contexts. Ethical issues were limited to those identified related to mental health promotion and prevention of harms of substance use practice. While these are two practice areas generate substantial ethical concerns in part due to the stigma and discrimination associated with these issues, it is important to recognize that ethical issues and trade offs will manifest differently in different areas of public health. Furthermore, these findings reflect the experiences of a mostly female, mental health and substance use-oriented public health workforce. While this grounded theory may hold promise for application across the many functions of PH, it is unlikely that any one PH ethics framework will be applicable across all PH ethical challenges. We recommend future research to study the applicability of this grounded theory across the diverse PH core functions and the specialized practitioners associated with these functions.
Enacting PH values is vital when working in areas where reducing health inequities is the goal. Lee and Zarowsky [ 39 ] suggest that because these values differ from those of biomedicine, the processes and tools that are needed to make ethically-supported decisions also need to differ. We have aimed to contribute to the understanding of how PH practitioners, through promotion of and commitment to health equity, negotiate and advocate within health and social systems to assist clients in meeting their needs related to the social determinants as well as advocate for inclusion of their voice within health systems. Kass [ 14 ] states that “public health ethics is, ultimately, a practical field” (p. 239). The PH practitioner who values collectivism and solidarity, and is working toward social justice, is one who is more likely to experience ethical tensions and dissonance in their practice. They may benefit from an ethical framework that can guide them in their everyday practice, firmly grounded in the core values of PH.
This study also contributes to knowledge of how health care providers in PH are finding ways to empower themselves. However, while health systems may purport to hold goals of health equity, valuing health equity, and taking action to promote it remain challenging [ 62 ]. These findings point to the need for organizational strategies and supports that are attentive to listening and seeing moral distress as an opportunity for systems reform specifically related to promoting health equity in organizations. Health equity is, after all, a stated goal of health systems as well as public health [ 63 ].
The datasets generated and/or analysed during the current study are not publicly available due to the sensitive and confidential nature of the data.
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We gratefully acknowledge the participants who contributed their insights and perspectives to this research as well as our provincial and national research partners. We acknowledge with deep respect that this research was conducted on the unceded territories of multiple First Nations across British Columbia.
The ELPH project was funded by the Canadian Institutes of Health Research (CIHR) Operating Grant: Programmatic Grants to Tackle Health and Health Equity, through the CIHR Institutes of Aboriginal Health and Institutes of Population and Public Health (FRN 116688) and the Public Health Agency of Canada. During the time of this research: Marjorie MacDonald was supported by a Canadian Institutes of Health Research Applied Public Health Chair Award (FRN# 92365); Bernie Pauly has been funded by Island Health as the Island Health Scholar in Residence since July 2016. Funding bodies had no role in the design of the study, collection, analysis, or interpretation of data, nor in writing the manuscript.
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BP and MM designed the overall study. BP, MM, LM, WM, TR were involved in conducting interviews and analysis. KE, BP, MM, LM, WM, and TR engaged in interpreting the analysis to conceptualize the grounded theory. LM drafted the manuscript and KE, MM, LM, WM, and TR provided feedback on the manuscript and read and approved the final manuscript.
Correspondence to Wanda Martin .
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This study received ethical approval from the University of Victoria, University of Saskatchewan (REB# H11-03359) and reviewed and approved by UBC Behavioral Research Ethics Board (includes the Provincial Health Services Authority), Northern Health Authority, Interior Health Authority, Fraser Health Authority, and Vancouver Island Health Authority. The "Board of Record" is the Research Ethics Board delegated by the participating REBs involved in a harmonized study to facilitate the ethics review and approval process. Written consent was obtained from study participants. All methods were carried out in accordance with relevant guidelines and regulations.
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Marcellus, L., Pauly, B., Martin, W. et al. Navigating conflicting value systems: a grounded theory of the process of public health equity work in the context of mental health promotion and prevention of harms of substance use. BMC Public Health 22 , 210 (2022). https://doi.org/10.1186/s12889-022-12627-w
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2F Use problem-solving techniques when exposed to competing value systems. When beliefs and value systems differ, there is the potential for conflict and misunderstanding. When this does occur, it is important to know how to deal with conflict that may arise and to use problem-solving techniques to ensure any issues are dealt with. Being able ...
Traditional units maintain their focus on refining operations, improving products, and serving customers. Nine times more likely to create breakthrough products and processes while sustaining or even improving existing businesses. 1. Use breakout groups to divide and conquer by thinking around the four perspectives.
Understanding the Tool. The Competing Values Framework (CVF) was first published in 1983 by R.E. Quinn and J. Rohrbaugh, as a result of their research into organizational culture and leadership. The CVF was created to help an organization understand its culture, and to determine what makes it truly effective.
The Competing Values Framework (CVF) is a model used to assess and understand organizational culture. It categorizes organizational cultures into four major types: Clan, Adhocracy, Hierarchy, and Market, each characterized by unique values, beliefs, and behaviors. - Identify and categorize organizational cultures into one of the four CVF types.
Defer or suspend judgement. Focus on "Yes, and…" rather than "No, but…". According to Carella, "Creative problem solving is the mental process used for generating innovative and imaginative ideas as a solution to a problem or a challenge. Creative problem solving techniques can be pursued by individuals or groups.".
use the language and concepts of competing values to work with people on issues at many different levels. This allows an organization to integrate its work around a common language and framework. The CVF serves primarily as a map, an organizing mechanism, a sense-making device, a source of new ideas, and a learning system.
four core values is that they represent opposite or competing assumptions. Each dimension highlights a core value that is opposite from the value on the other end of the continuum--i.e., flexibility versus stability, internal versus external. The dimensions, therefore, produce quadrants that are also contradictory or competing on the diagonal.
Evaluate the options. Select the best solution. Create an implementation plan. Communicate your solution. Let's look at each step in a little more detail. The first solution you come up with won't always be the best - taking the time to consider your options is an essential problem solving technique. 1.
Value engineering, often abbreviated as VE, is a systematic and organized process that focuses on optimizing the value of a product, project, or process. It is a problem-solving methodology that ...
utilise appropriate problem-solving techniques when facing competing value systems, and discuss potential ethical issues with appropriate personnel; and; recognise and report unethical conduct to appropriate personnel. Section 3.6 Resolving ethical dilemmas or problems 3.6.1 Principles of ethical decision making ...
6. Solution implementation. This is what we were waiting for! All problem solving strategies have the end goal of implementing a solution and solving a problem in mind. Remember that in order for any solution to be successful, you need to help your group through all of the previous problem solving steps thoughtfully.
model: the competing values model (Quinn et al. 2004). Second, it is a misconcep-tion to think of MSS as systems that just provide managers with information. MSS are systems that should support managerial cognition and behavior. Third, effec-tiveness is a critical construct in Information Systems (IS) research and practice.
Step 1 - Define the Problem. The definition of the problem is the first step in effective problem solving. This may appear to be a simple task, but it is actually quite difficult. This is because problems are frequently complex and multi-layered, making it easy to confuse symptoms with the underlying cause.
Having a meaningful and respectful discussion with others impacted may be the simplest way to resolve it. For example: sincerely apologizing for missing a promised delivery date, explaining the steps taken to fix the situation, and the plan to prevent it from happening again. Negotiate around it.
3.2 Use effective problem solving techniques when exposed to competing value systems . 3.3 Ensure services are available to all clients regardless of personal values, beliefs, attitudes and culture. 3.4 Recognise potential ethical issues and ethical dilemmas in the workplace and discuss with an appropriate person
Value conflict often arises because one or more of the parties involved consider a value to be sacred and nonnegotiable. In some cases, our values truly are sacred and not open to compromise. In other situations, however, our values turn out to be "pseudo-sacred"—that is, we are willing to negotiate them under certain conditions, notes ...
Grounded theorists assume that participants in the study share a basic social problem with which they are grappling. In this situation, the basic social problem that participants experienced in their health equity work was a set of ethical challenges that arose from the disjuncture they experienced between the values and goals of the healthcare system (including the PH system) and the values ...
USE EFFECTIVE PROBLEM SOLVING TECHNIQUES WHEN EXPOSED TO COMPETING VALUE SYSTEMS When working in any community service, including the childcare sector, workers may at times be exposed to competing value systems which differ from their own values, ideas and beliefs. Furthermore, the worker may also find themselves exposed to conflicts of interest. . Because the worker is in a trusting ...
2C Meet ethical responsibilities according to workplace policies and protocols. 2D Recognise and discuss potential ethical issues and dilemmas. 2E Recognise own values and attitudes and ensure non-judgemental practice. 2F Use problem-solving techniques when exposed to competing value systems. 2G Recognise and report unethical conduct.
2.5 Recognise own personal values and attitudes and take into account to ensure non-judgemental practice 2.6 Use effective problem solving techniques when exposed to competing value systems 2.7 Recognise unethical conduct and report to an appropriate person 2.8 Recognise potential and actual conflicts of interest Element 3: Contribute to
to apply effective problem solving techniques when exposed to competing value systems, and ensuring that legal and ethical dilemmas are recognised and discussed appropriately. Studies on legal and ethical considerations of information provision and services have focused extensively on responsibilities, principles, professionalism but less on ...
Analyse your own personal values and: recognise and accept that there will be differences between your values and those of clients use effective problem solving techniques when exposed to competing value systems and in order to provide fair and equitable service accept and put aside your own biases in order to be non-judgemental and objective ...
Re: CHCCS502C - Solve Problems From Dealing With Value Systems. by flysn1 » Sat Nov 01, 2014 8:01 am. check this website , i think it works for you !! Last edited by Lorina on Sat Nov 01, 2014 7:04 pm, edited 1 time in total. Your Assignment Module Number and Heading: chccs502c Your Assignment Type: Standard Question Currently Working in ...