Question 1

Why is it helpful for organizations to train their employees in possible approaches to problem solving?

Accepted Answer

Problem solving is a skill that must be learned It is instinctive to be an effective problem solver By training employees in possible approaches to problem solving, organizations are doing their part to assist their employees to solve problems quickly, appropriately, and professionally

Question 2

Explain the problem-solving model, and the seven steps to determining and implementing a solution.

Accepted Answer

Responding to problems by following the problem-solving model, a methodical approach is taken as a resolution to the problem being pursued.
The seven steps to determine and implement a solution are:
a.Identify the problem.
b.Understand the problem's unique characteristics and the possible outcomes.
c.Define the requirements of a possible solution considering the company policies currently in place.
d.Identify possible solutions.
e.Select the best solution.
f.Implement the solution by informing the customer of the details and how they will be affected.
g.Observe and evaluate the impact of the solutions.

Question 3

Why is an understanding of your company's policies important when negotiating a solution to a challenge?

Accepted Answer

Individuals must understand the policies of their own organization before they can appropriately begin the negotiation process Not knowing policies can make individuals appear unprepared or as though they have little or no authority Most policies have been developed to promote consistency when responding to similar situations

Question 4

Why is a simplistic approach to problem solving, like the use of pro/con sheets, frequently the most productive?

Accepted Answer

The answer of Why is a simplistic approach to problem...

Question 5

How important is follow-up to the solution of a problem?

Accepted Answer

The answer of How important is follow-up to the solution...

Question 6

A problem solving strategy in which a sheet of paper with a center line is used to illustrate the argument for and against a possible solution is commonly called a/an:

Accepted Answer

A) organizational chart. 
B) brainstorming exercise. 
C) pro/con sheet. 
D) flow chart.

Question 7

Which of the following is not a good technique to implement when encountering conflict?

Accepted Answer

A) Listen to the other viewpoints that are being presented. 
B) Do not repress your anger, instead use it productively. 
C) Focus on finding the best solution to the conflict. 
D) Tell off your customer and end the conversation satisfied that you had the last word.

Question 8

A hostile encounter that occurs as a result of opposing needs, wishes, or ideas is called:

Accepted Answer

A) problem solving. 
B) negotiation. 
C) a difficult situation. 
D) conflict.

Question 9

An active resolution to a challenging situation is referred to as:

Accepted Answer

A) creativity. 
B) problem solving. 
C) apologizing. 
D) conflict management.

Question 10

A positive way to view problems is to think of them as opportunities.How can this approach reduce the temptation to respond defensively to customer's problems or frustrations?

Accepted Answer

The answer of A positive way to view problems is...

Question 11

How can the use of creativity in problem solving more effectively address unique situations?

Accepted Answer

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Question 12

How can brainstorming provide the opportunity for creative problem solving?

Accepted Answer

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Question 13

Select a problem or decision to be made and create a mind map to explore possible solutions.

Accepted Answer

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Question 14

A commonly used method of illustrating the hierarchy of a company is through the use of ______.

Accepted Answer

A) flow charts 
B) organizational charts 
C) annual reports 
D) family tree

Exam 3: Problem Solving