Course Overview
To develop knowledge and understanding of problem solving and
decision making as required by a practicing or potential first line
manager :
• Know how to describe a
problem, its nature, scope and impact
• Know how to gather and interpret information to solve a problem
• Know how to solve a problem
• Know how to plan the implementation and communication of decisions
Assessment Criteria
• Describe a problem, its
nature scope and impact
• Gather and interpret information to identify possible solutions to
a problem
• Briefly summarize the options, providing facts and evidence, not
just opinion
• Use at least one simple decision making technique to evaluate
options to arrive at the best solution
• Plan the implementation and communication of the decision
• Briefly discuss which monitoring and review techniques could be
used to evaluate outcomes
International
Curriculum
Unit 3.01 - Validated by ILM, the
Institute of Leadership & Management.
Course Outline
Learning Outcomes and Assessment Criteria
Introduction
Problem Solving and Decision Making
Activity 1
WORK BOOK
Identifying problems
What is the problem?
Case Study
Exercise
Define a problem clearly
Types of Problems and Decisions
Well-Structured Problems and Programmed Decisions
Ill Structured Problems and Non-programmed Decisions
Activity 2
Activity 3
Decision Making Conditions
Certainty, Risk, and Uncertainty
Decision Making Styles
Problem Avoider, Problem Solver, Problem Seeker
Gathering Information for Problem Solving and Decision Making
Directive Style
Analytic Style
Conceptual Style
Behavioral Style
The Problem Solving Cycle
Attributes of good evaluation and selection
Constraints on the rational mode
Stages in Critical Thinking
Conceptual Blocks
Scoping the Problem
WORKBOOK
Identifying problems
Use five problem-solving steps
Case Study
Comprehension check
Making the connection
Think & Apply
Tools to Help Identify Causes of and Solutions to Problems
Brainstorming
How to Brainstorm
Individual vs. Group Brainstorming
WORK BOOK
Finding the causes of problems
Looking for the root causes of the problem
Case Study
Exercise
Dr. Ishikawa cause and effect diagram
Exercise
Research the causes
Case Study
Comprehension Check
Making Connections
Think and Apply
Cause and Effect Diagrams
Evaluating Potential Solutions
WORKBOOK
Creative, team-based, problem solving
Can everyone really be creative?
Exercise
Creativity and humor
Case Study
Generating new ideas
Brainstorming
3-by-3
Borrowing
Case Study
Leading a team in creative problem solving
Comprehension Check
Making Connections
Think and Apply
Decision Making Grid
Activity 5 - Problem Solving Questionnaire
Perceptual Blocks
Emotional Blocks
Cultural / Environmental blocks
Decision Making Checklist
Aim / Objective
Data
Courses
Decisions
Action
WORK BOOK
Action plan problem solutions
Decide if you need a plan
Create an Action Plan
Case Study
Drawing up an Action Plan
Exercise
Comprehension Check
Making Connections
Think and Apply
Analytical Statistics and Presenting Information
Exploratory Data Analysis
Types of Data
Activity 6 - Qualitative & Quantitative Data
Presenting Frequencies
Activity 7
Activity 8
Using Charts and Graphs
Activity 9 - Advantages & Disadvantages
Graphical Representation of Data
Activity 10 - Advantages & Disadvantages
Types of Data
Activity 12 - Bar Charts
Activity 13 - Line Graphs
Scatter Diagrams
Measuring Location
The Mean
Activity 14
The Median
The Mode
Activity 15
Displaying Information
Activity 16 - Pie Charts
Bar Charts
Activity 17 - Tables vs. Graphs
Conclusion
WORK BOOK
Review and revise problem solutions
Check on your Action Plan
Case Studies
Check on your Action Plan
Case study
Plan - Do - Check – Action
Exercise
Comprehension Check
Making Connections
Think and Apply