The Stages of Problem Solving

Digital Marketing - Study Notes:

Problem-solving approach

A methodical approach should be taken to solving problems. Here is a six-step method you can use:

1. Identify the problem
2. Analyze the problem
3. Look for solutions
4. Make a decision
5. Implement the solution
6. Get feedback

Step 1: Identify the problem

In order to identify the problem, you need to ask: “Is the problem arising from a person, team, department, company, system, process, or malicious act?”, or, “Is the cause known yet?”

Step 2: Analyze the problem

Once you have identified the problem, it’s time to analyze it. Where is your information coming from? Are the facts on which you are basing your decision coming from an objective or subjective viewpoint? And are you able to accurately base your decision on facts vs. opinion?

Step 3: Look for solutions

Next, you’ll need to look for solutions.

A problem-solving solutions strategy can help you to come up with workable solutions for your problems. Solution strategies include:

• Trial and error
• Using an algorithm, and
• Applying a heuristic technique

The old adage, ‘If at first you don’t succeed, try, try again’ describes the trial and error strategy. For example, if your printer is broken, you could try checking the ink levels, and if that doesn’t work, you could check to make sure the paper tray isn’t jammed. Or perhaps the printer isn’t actually connected to your laptop – check your connecting cables and power outlets. When using the trial and error strategy, you would continue to try different solutions until you have figured out an appropriate solution to your problem. Although trial and error is not typically one of the most time-efficient strategies, it is a commonly used one, and very effective.

An algorithm is a problem-solving formula that provides you with step-by-step instructions to help you achieve a desired outcome. You can think of an algorithm as a recipe with highly detailed instructions that produce the same result every time they are performed. Algorithms are used frequently in our everyday lives, offline as well as online. When you run a search on the Internet, search engines like Google use algorithms to decide which entries will appear first in your list of results. Facebook uses algorithms to decide which posts to display on your newsfeed. You can design your own algorithm as a solution to a problem and repeat the process as necessary.

A heuristic is another type of problem-solving strategy. While an algorithm must be followed exactly to produce a correct result, a heuristic is a general problem-solving framework. You can think of heuristics as mental shortcuts that are used to solve problems. A ‘rule of thumb’ is an example of a heuristic. Such a rule saves the person time and energy when making a decision, but despite its time-saving characteristics, it is not always the best method for making a rational decision. Working backwards is a useful heuristic in which you begin solving the problem by focusing on the end result. Another useful heuristic is the practice of accomplishing a large goal or task by breaking it into a series of smaller steps.

Step 4: Make a decision

Once you have found a solution, the next step is to make a decision. These days it is relatively easy to make an informed decision with the amount of information freely available on the internet. Take the appropriate time to research the problem and potential solutions so that you have all of the information you need to make a decision and find the best solution to your problem.

Research has found that most people fall into four decision-making styles: Directive, Conceptual, Consultative, or Consensus.

Directive is an autocratic model where the decision-maker uses their own knowledge and experience to select the best course of action. The decision-maker that uses a directive style practices rationality and displays a low tolerance for ambiguity.

Conceptual decision-makers approach problems in a more relaxed way. They are not averse to high-risk decisions and are comfortable without a full knowledge of all of the facts. They thrive on considering and analyzing different alternatives without singling out any one particular idea.

Consultative decision-making allows for input from others, while you are still in charge of the final outcome of the decision-making process. While you don’t bargain agreement within the group, you seek the knowledge and expertise of others and everyone is aware that the final decision rests with you.

Consensus decision-making is where there is no single person responsible for the decision-making. The problem is challenged, debated, and concluded together. Everyone who is present can voice their opinion and have input into the course of action they believe will work. Personal views need to be set aside to support and action a team decision.

Step 5: Implement the solution

Once you have made a decision, you can then implement it. To implement the decision, action needs to be taken. It's important to keep on track throughout the process and to review your performance. Use the 3 As to do this: Action, Affirmation, and Assessment. Act on the decision you have made, affirm that it is the correct action to take, and then assess the effect it has had – that is, did it solve the problem?

Step 6: Get feedback

When your solution has been implemented, it’s important to ask for feedback to ensure that it has been successful. Encourage a culture of open and honest opinions, and make sure that all of your team members are aware that their feedback will be considered carefully - this is an important part of motivation and confidence-building for future problem-solving tasks. When requesting feedback, be specific. The more specific your feedback request is in terms of context and detail, the more specific the answer you receive will be. Honestly and openly recognizing shortfalls in your own knowledge will help bring different opinions to the table. The encouragement of team discussion ensures that everyone’s voice is heard and understood. And finally, remember to offer thanks to your team for their input and commitment and where possible, show them the positive impact their feedback has had. This will in turn empower them to look for solutions more proactively, and for future involvement in the decision-making process.

A useful and simple tip for problem-solving is to use a pen and paper when brainstorming solutions for your problem. Using pen and paper, rather than an app or online tool, to map out your potential problem-solving solutions can enable you to draw out the blockers from your subconscious and to gain a more objective overview. Now, different methods will suit different people but the main goal is to find a method that works best for you and allows you to gather and organize your thoughts in the easiest way possible. Once you have clearly identified the potential solutions, it is easier to compare them and choose the most effective solution.