Problem Solving Decision Making Conflict Resolution

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Problem SolvingDecision MakingConflict
Resolution

• Health Team Relations
• Tina Marie Hunt, RN, BSN

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Problem Solving Process

• Two important things to remember
• Problems and conflicts happen all the time
• Use this time to improve the situation or
  relationship

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Three common things people do when facing problems

• Wish it would go away because they are
  uncomfortable or afraid
• Find an answer right answer, right now
• Look for someone to blame

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Two reasons why we see a problem as a problem

• It has to be solved and were not sure how to
  find the best solution
• There will be conflicts about the solution to the
  problem

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Conflict - averse

• Feeling uneasy about dealing with conflict
  because we feel something bad is going to happen.
• Goal- become conflict friendly and competent.

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Biggest Challenge for problem solving

• Trying to come up with a solution immediately
• Note the solution should be at the end of the
  process, not the beginning.

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Seven Steps to problem solving process

• Identify the issues
• Be clear about what the problem is.
• Perception is a key factor- everyone has their
  own opinion.

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Seven Steps to problem solving process

• Understand everyones interest
• Critical step- time for listening omit
  personalities
• Interests are the needs that you want satisfied
  by any given solution.
• Best solution is one that satisfies everyones
  interest.

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Seven Steps to problem solving process

• List possible solutions
• creative brainstorming

think, think, think, think, think
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Seven Steps to problem solving process

• Evaluate the options
• What are the pros and cons?
• Select an option or options.
• Is there an option or a variety of options that
  can be used together to get a solution.

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Seven Steps to problem solving process

• Document the agreement(s)
• Dont relay on your memory
• Putting it on paper allows a more detailed
  thought process.

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Seven Steps to problem solving process

• 7. Agree on contingencies, monitoring, and
  evaluation.
• Change occurs, be prepared
• Create chances to monitor compliance and follow
  up
• You may have to do one step more than once.
• Always use a disciplined problem solving process

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Blocks to problem solving

1. Fear of failure
2. Tunnel vision
3. Over seriousness
4. Over certainty
5. Binding customs
6. Fear of the unknown
7. Command Pressure

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Blocks to problem solving

1. Failure to properly identify the problem
2. Failure to communicate or seek advice
3. lack of adequate information to make valid
   assumption
4. not involving everyone
5. Not identifying the desired outcome.

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Decision Making Process

• Decision- act of making a choice or coming to a
  solution
• Risk- element of danger
• Precaution- action taken to prevent or decrease
  the element of risk in an event
• Consequence- result of an action

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Steps of decision making process

• State the situation that requires a decision.
• List choices
• Make a decision and act on it.
• Evaluate the decision
• Note Effective decision making skills promote
  individual, family and community health.

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Conflict Resolution

• The act of settling any dispute or disagreement
  between two or more individuals without it
  resulting in violence or court costs.

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Organizational Conflict Resolution

• Conflicts that arise within an organization. The
  type is dependent upon the organization. Some
  examples are as follows
• Educational institutions
• Religious
• Non-profit
• governmental

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Conflict Mediation

• An individual designated to act as a neutral
  party to help other individuals resolve
  conflicts. This empowers the individuals to make
  a decision, agree among each other, and grow from
  the experience. Mediator must remain neutral.

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Tips for being successful

• Communicate effectively
• Listen actively
• Educate yourself on a daily basis
• Read, it increases your thought processes
• Believe in yourself
• In order to succeed, you must believe
• Set realistic goals
• Be honest with yourself- Is it Possible?

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References

• CRInfo http//v4.crinfo.org/browse.jsp?nid2221
• Pacific Business News http//pacific.bizjournals.
  com/pacific/stories/1999/12/20/smallb2.html?tprin
  table
• Tim Hicks, Innovation Network http//www.thinksma
  rt.com/articles/7steps.html