PROBLEM SOLVING

REPORT

Problem solving
consists of using generic orad hocmethods,
in an orderly manner, for finding solutions to
problems.
Problems are at the center of
what many people do at
work every day. Whether
you're solving a problem for
a client (internal or
external), supporting those
who are solving problems, or
discovering new problems to
solve, the problems you face
can be large or small, simple
or complex, and easy or

There are two important things to

remember about problems and conflicts:
They happen all the time and they are opportunities to
improve the system and the relationships. They are actually
providing us with information that we can use to fix what
needs fixing and do a better job. Looked at in this way, we
can almost begin to welcome problems! (Well, almost.)
Because people are born problem solvers, the biggest
challenge is to overcome the tendency to immediately come
up with a solution. Let me say that again. The most common
mistake in problem solving is trying to find a solution right
away. That's a mistake because it tries to put the solution at
the beginning of the process, when what we need is a
solution at the end of the process.

Steps to Solve a Problem

1. Identify the issues.

. Be clear about what the problem is.
. Remember that different people
might have different views of what the
issues are.
. Separate the listing of issues from
the identification of interests.

2. Understand everyone's
interests.
This is a critical step that is usually missing.
Interests are the needs that you want satisfied
by any given solution. We often ignore our true
interests as we become attached to one particular
solution.
The best solution is the one that satisfies
everyone's interests.
This is the time for active listening. Put down
your differences for awhile and listen to each
other with the intention to understand.

3. List the possible

solutions (options)
This is the time to do
some brainstorming.
There may be lots of
room for creativity.
Separate the listing of
options from the
evaluation of the options.

4. Evaluate the options.

What are the pluses and
minuses? Honestly!
Separate the evaluation of
options from the selection of
options.

5. Select an
option or
options.
What's the best
option, in the balance?
Is there a way to
"bundle" a number of
options together for a
more satisfactory
solution?

6. Document the
agreement(s).
Don't rely on memory.
Writing it down will help you
think through all the details and
implications.

7. Agree on contingencies,
monitoring, and
evaluation.
Conditions may change. Make
contingency agreements about
foreseeable future circumstances (Ifthen!).
How will you monitor compliance and
follow-through?
Create opportunities to evaluate the

Effective problem solving does

take some time and attention more
of the latter than the former. But
less time and attention than is
required by a problem not well
solved. What it really takes is a
willingness to slow down. A
problem is like a curve in the road.
Take it right and you'll find yourself
in good shape for the straightaway
that follows. Take it too fast and

 Write an organizational problem-solving report of four to

five pages
For a decision-making audience in a large and complex
organization on a topic of technical or professional interest to
you and to others in your field of study and/or work. Consider
both immediate and more remote readers and the potential
long-term file life of your report, and
interpret problem broadly to include problems, needs, or
opportunities such as a need for new equipment or software
or an opportunity to improve productivity or performance.
Include a heading, introduction, and summary at the
beginning of your report, and present the details of your
discussion in a logical order. Use headings and topic or
main-idea sentences to clarify the organization.

Heading
In your heading, include To, From,
Subject, and Date information, plus
courtesy copies and attachments.
For the To and From lines, include
both name and organizational title or
role. For the Subject line, include
both the topic and purpose of your
memo (e.g., to present findings and
recommendations).

Introduction and Summary

In your introduction, include a statement of the
organizational problem, your technical work
completed in response to the problem, and your
reason for writing, with more than one reason, if
appropriate (e.g., "to describe the problem and my
proposed solution"). Consider not onlyproblemsin
the literal and restricted sense of the term but also
needs and opportunities (e.g., to improve
productivity, performance, etc.). In your summary,
present your principal findings or conclusions and
your recommendations (if any), and include an
overview of the organization of your discussion,
with explicit claims about the problem, your
proposed solution, your reasons or justifications

Body of the Discussion

In the body of your discussion, establish a logical order
(e.g., problem, solution, reasons or justifications,
implementation plan, etc.). Describe the problem in one
section of the body, your proposed solution in another, and
your reasons or justifications in another. If you evaluate
possible solutions or options on the basis of explicit criteria,
include a separate section in which you define the criteria
or specifications. If you evaluate more than one solution,
describe each of the solutions in a separate section and
present your evaluation of each of the solutions in yet
another. Put the details in the appropriate section, i.e.,
details about the problem in the problem section, solution
in the solution section, reasons or justifications in the
reasons or justifications section, etc. Do not put the
solution in the problem section, the reasons or justifications

Headings and Topic

Sentences
Include headings to clarify the organization of
your report, and begin each section and each
paragraph with a topic or main-idea sentence.
Never include only one subheading (i.e., do not
divide a section into only one part), and never
include a main heading and then subheadings
without a topic or main-idea sentence to
introduce the main ideas that follow, i.e., the
main ideas as represented by each of the
subheadings. In your topic sentences, do not just
point ahead to the information that follows (e.g.,
"This section describes the problem"). Instead,

Due Date and Submission

Guidelines
Your problem-solving report is due
Friday, November 5, 5:00 p.m. Please
post your report in .doc, docx, or .pdf in
your public_html directory and make a
link to it from your Technical Writing
Web Page.However, if your report
contains any confidential or
proprietary information, please do
not post it to the web. Instead,
send it to me via email or hand it to

EXAMPLES OF
PROBLEM SOLVING
REPORT