Problem Solving Facilitators Guide
Problem Solving Training40
Training Session Portfolio PieceLori MitchellGrand Canyon
University: COM-472Melissa Davis February 27, 2016
Throughout the Training and Development course, I have developed
a Problem Solving Training for an organization called Manette
Meetings. I facilitated the session for a group of participants
that are in the customer service field that I felt could benefit
from enhancing their problem solving sills. This portfolio is a
compilation of the training materials that I created including the
needs assessment. The training materials are the facilitation
guide, the agenda, the participant guide, the PowerPoint
presentation, job aid, and end of training survey. There is also a
Problem Solving Jeopardy Game that I designed that is a stand-alone
additional document.The training materials for this course are
defined as: Facilitation Guide: A tool to provide a step by step
guide to that the trainer will be able to access the necessary
tools to train the session. Agenda: An outline to provide a roadmap
to the participants so they are aware of what topics will be
covered during the session. Participant Guide: A valuable resource
that the participants will complete in training and be able to use
a resource to reference back to as needed. PowerPoint Presentation:
A visual tool for the trainer to utilize in class to aid in
facilitation. End of the Training Survey: Utilized to help the
trainer and the developers to know what went well and what did not
in order to make any adjustments. Job Aid: A resource that the
event planners can reference to after training. Jeopardy Game: A
fun way to review the training and quiz the trainees to ensure they
understand the concepts that were taught.
Manette Meetings Needs AssessmentReview Information
Your Name and position title(Optional): [Your Name]
Date: [Date]Employee Start Date [Date]
Manette Meetings have noticed issues with low productivity, low
morale, late delivery of content, poor work quality, missed
deadlines, and a general sense of frustration among the employees.
At Manette Meetings we strive for excellence. We would like to help
you be successful in your position and watch our organization grow
together. Please take a few moments to answer this ten question
survey. Your responses will be utilized for company improvements.
After completing your survey, please turn it into the box at the
This assessment is broken into three sections:
Section 1 Communication and Leadership In this section you will
use the 5 point scale to rate the communication and leadership at
Manette Meetings with the following ratings:1 = Strongly Disagree2
= Disagree3 = Neutral4 = Agree5 = Strongly Agree
Section 2 Working Environment In this section please check off
the topic as a Great Need, Some Need, or No Need to help Manette
Meetings identify what work environment needs are necessary.
Section 3 Personal Development Needs In this section please write
in the answers on how Manette Meetings can assist you in your
Communication and Leadership
(5) = Strongly Agree(4) = Agree(3) = Neutral(2) = Disagree(1) =
Manette Meetings is a great place to workManette Meetings are
open to ideas from employees at all levelsManette Meetings
communicates effectivelyI am aware of Manette Meetings companys
directionI feel that leadership supports my personal goals
Great NeedSome NeedNo Need
Work related activities__________________
More interaction from leadership__________________
Personal Development Needs
What three areas would you like to improve on in your current
In order to be successful and grow at Manette Meetings, I need
the following assistance from my leader.
Problem Solving Training
Table of ContentsAbout this training.......... 3Target Audience
. 3Learning Objectives ........... 3Materials and Equipment
........... 3Training Schedule & Training Instructions ...
4Classroom Preparation Checklist ........... 5 Classroom Setup
5Problem Solving Introduction 6Instruction Notes 6How to Handle
Classroom Conflict. 6 & 7Interaction with Participants ... 7
& 8Conclusion . 8References9
About this Training
The goal of this training is to help the trainees to develop an
understanding of problem solving, enhance problem solving skills,
and put the problem solving skills into action. Target Audience
This course is designed for event planners. Their
supervisors/managers are invited so they can coach to the training
to reinforce the skills learned. Learning Objectives
When participants complete this course they will be able to:
Have a clear understanding of problem solving and the effects of
not utilizing problem solving skills. Effectively apply the problem
solving techniques to their everyday scenarios with their clients.
Have an understanding of how and when to apologize.materials and
Participant Guides Problem Solving PowerPoint: Make copies of
the slides to hand out to the participants Problem Solving Jeopardy
Problem Solving Job Aid Problem Solving Agenda to be attached to
the email invitations End of Training Survey Facilitators Computer
Projector Dry Erase Markers Small White Boards Pens
Training SCHEDULE & Training Instructions
Introduction & Ice Breaker12 minutes Welcome the group &
sign in. Explain the purpose of the training from the introduction
section. Break the class up into groups Instruct them as a group
they will need to correctly solve 3 Math Word problems on page 3 of
their participant guide. Once complete, review the answers and
explain how math problem solving helps them with their daily
problem solving skills needed for their job.
Problem Solving Steps12 minutesIntroduce the class to the basic
problem solving steps while the participants follow along in their
participant guides. Instruct the group to fill out page 4 in their
participant guide. Apologize Defining the problem (Mind Tools,
2016) Generating alternatives (Mind Tools, 2016) Evaluating and
selecting alternatives (Mind Tools, 2016) Implementing solutions
(Mind Tools, 2016)
Problem Solving Role Play12 minutes Break the class into groups
of 4 Assign each group one of the 4 scenarios on page 5 & 6 of
their workbook to complete a response using the steps. Once they
are complete, have them act out their scenario in front of the
class. Debrief: Have the class critique the performances and add in
any tips to help the participants.
Problem Solving Jeopardy12 minutesWith the class still in their
teams, conduct the Problem Solving Jeopardy Game. The Jeopardy Game
is a PowerPoint. You will put the PowerPoint in slide show mode. As
the participants chose the category and the dollar amount, you will
click on their selection to review the answer the participants need
to create the question. Click on the house icon on bottom left of
the screen to return to the main page and repeat the steps. The
team with the most points wins the game.
Wrap Up12 minutesRecap the session using the review ball to toss
to the trainees. Apologize The basic problem solving steps Defining
the problem (Mind Tools, 2016) Generating alternatives (Mind Tools,
2016) Evaluating and selecting alternatives (Mind Tools, 2016)
Implementing solutions (Mind Tools, 2016) How to implement the
steps in our daily tasks
Class Preparation Checklist
Obtain and test projector and personal computer
Obtain small white boards and markers: 1 for every 2
Copy participant materials. For each participant:
End of Training Survey
Sign In Sheet
Obtain and test PowerPoint
Send out training invitations attach the Problem Solving
Arrive early to setup the classroom.
Arrange tables for groups of 2. Place copies of the PowerPoint,
Participant Guide, job aid and a pen at each seat. Provide a small
white board and dry erase markers for each table of 2 participants.
Create a Welcome to Training sign Place the sign in sheet with a
pen at the front of the class.
Problem Solving Introduction
In order to get buy in of the course from the participants, you
must effectively provide a strong introduction.
You are probably wondering why you are here today. You are here
today because during the needs assessment that was conducted it
seems that problem solving skills were needed for Meeting,
Convention, and Event Planners.
It is important for you to utilize proper problem solving skills
to help your clients as well as help to grow Manette Meetings. I
have invited the management team to join us so they can help to
reinforce the skills you learn today during your coaching sessions.
Together we will help enhance the problem solving skills you
At your desk you have a participant guide that you will fill out
as we go through the training. The participant guide will be a
reference for you to use after class when you need assistance in
your problem solving. Please take additional notes on the notes
pages at the end of your participant guide as we go along.
Follow the notes on the Problem Solving PowerPoint to assist in
facilitation of the class. Add in your own experience as well as
any examples to help the participants learn the material.
You only have an hour to complete the session. In the event that
you run out of time, you will need to remove the Jeopardy game.
This should be a last resort as it is a great fun way to assess the
At the end of the session, hand out the end of the training
survey and instruct the group to place them in the survey box when
completed. How to handle classroom conflict
In any group setting you may run into conflict with the
participants amongst each other or with you as the trainer.
Conflict can be good because it helps people to find common ground
(866Seminars, 2015). However, it can be a challenge in a classroom
setting and needs to be addressed as soon as conflict arises. Keep
in mind that vocal cues conflict with verbal messages, the audience
will typically put more weight on the vocal messages (Beebe &
Mottet, 2014). Choose your words wisely.
How to handle classroom conflict - Continued
Here are five steps you can follow to handle conflict if should
Step 1: Identify the source of the conflict (AMA, 2014). Find
out why there is a conflict and what started it. Step 2: Look
beyond the incident (AMA, 2014) Do not focus on the incident, look
past it to find ways to resolve the conflict. Step 3: Request
solutions (AMA, 2014) Ask the participants for solutions. Step 4:
Identify solutions both disputants can support (AMA, 2014) Find
ways to mutually resolve the conflict. Step 5: Agreement (AMA,
2014) Implement a mutual agreement with the participants. After the
conflict is resolved, apologize to the entire class and move back
to where you left off reviewing any necessary material.Interaction
This session is designed with all learning styles in mind and is
not designed as a lecture. As the facilitator it will be important
for you to interact with the trainees throughout the session.
Here are some ways that you will interact with the trainees:
PowerPoint Presentation: While facilitating add in any
additional scenarios and examples to help engage the class.
Role-Play: As the trainees are working on their scenario
presentations, walk around and assist as they need you to without
giving out the answers. Have the trainees come up with their own
solutions. Jeopardy: You will be the host/hostess to the Jeopardy
Game. As the trainees play the game cheer them on and do not take
sides to add to any competition.
Interaction with Participants - Continued
Here are 9 additional tips to help you make the session
1. Dont take it so darn seriously (Mindflash, 2011): There is no
perfect training. Relax and remember you are the subject matter
expert. The trainees do not know what to expect or if you make a
mistake. The important thing is learn from your mistakes for the
next session.2. Have a conversation (Mindflash, 2011): Talk with
the trainees and avoid talking at them (Mindflash, 2011). The
session should flow with conversation from you as well as your
trainees. If you have shy trainees encourage them to speak. Make
the environment comfortable to where the trainees fell welcome to
participate.3. Speak their language (Mindflash, 2011): Many
positions have different lingo/jargon that they use in their daily
interactions. Learn the lingo/jargon of your participants. Avoid
any lingo/jargon that is not used in their department to avoid
confusion or miscommunication.4. Let a little bit of you out
(Mindflash, 2011): Play music, show pictures, share relation
stories that you have experiment. The more comfortable the trainees
are with you the more they will be engaged. This is a great way to
build rapport. 5. Let conversations linger (Mindflash, 2011): If
the conversation is relevant to the topic, let the participants
speak. Be mindful of not going over the session time.6. Smile. Be
energetic. Be happy to be there (Mindflash, 2011): Even if you are
having a bad day, do not let your trainees know it. Be excited
about the topic and training them. If you are positive and excited
your trainees will follow.7. Treat people like responsible adults
(Mindflash, 2011): Have training ground rules, but treat the
trainees like the adults that they are. You will lose their respect
if you treat them any less.8. Ask the class (Mindflash, 2011): Ask
questions throughout the session. This is engaging as well as a way
for you to assess the transfer of learning. 9. Practice, practice,
practice (Mindflash, 2011): Allow the trainees time to practice and
you assist in the practice. Be available for questions as well as
to be a role-play partner when needed. Conclusion
Remember that no training session is perfect. Each session may
have its own style and things that you can add as you facilitate
more sessions. Following the facilitation guide will assist you in
creating a good experience with the session.
ReferencesBeebe, S., & Mottet, T. (2014). Introducing
Communication Training. In Training and development: Communicating
for success (2nd ed.). Boston, Massachusetts: Pearson.Guyer, H.
(2015). Event Planning 101- Challenges and how to overcome them.
Retrieved February 02, 2016, from
How to Make Training Interactive |. (2011, October 17). Retrieved
February 06, 2016, from
https://www.mindflash.com/interactive-training "The Five Steps to
Conflict Resolution." 16 Apr. 2014. Web. Retrieved February 06,
Problem Solving Steps actually do work. (2012-2016). Retrieved
February 6, 2016, from
"Training and Seminars for the Complete Organization - Call
866-SEMINARS." 866Seminars.com. 2015. Web. 06 Feb. 2016. . What is
problem solving? (2016). Retrieved January 17, 2016, from
AGENDAProblem Solving TrainingFebruary 15, 201608:00 AM 09:00
AMFacilitator: Lori MitchellAttendees:Event Planners and
Please bring:Pen, paper, problem examples, problem challenges
you have encountered, and your smiling face.
08:00 AM 08:12 AMIntroductionIntroduction of the training
session & Ice Breaker Training Room
08:12 AM 08:24 AMProblem Solving StepsLearn and reinforce
problem solving stepsTraining Room
08:24 AM 08:36 AMProblem Solving Role-PlayPractice the problem
solving steps through in class role-play with real
08:36 AM 08:48 AMProblem Solving JeopardyPlay a quick round of
Jeopardy to test your problem solving knowledge.Training Room
08:48 AM 09:00 AMWrap-Up
Review the key points of the session and ask any additional
Problem Solving TrainingParticipant Guide
Table of Contents
Introduction......3Ice Breaker-Math Problems............
3Problem Solving Steps ........... 4Problem Solving Scenarios
............. 5 & 6Notes ............7 - 10References ....
The Problem Solving Participant Guide is designed to provide a
resource for you after you complete the training. As you follow
along with the training, you will complete pages in the participant
guide as well as take notes to help you have a valuable
Ice breaker math Problems
Like Math, problems need to be solved. In your group you will
solve the following problems. Be sure to write your answers on the
white board to share with the group.
1. Minnie Mouse went shopping to buy 7 new bows of different
colors. Each bow costs $2.50. How much money will Minnie need to
purchase the bows?2. Goofy has $20.00 and purchased 6 baloney
sandwiches for $3.00 each. How much money does Goofy have left?3.
It costs $99.00 for a Disneyland adult ticket. A hotel costs about
$100.00 a night. If you wanted to go to Disneyland for 3 days, how
much money would you need for the hotel and park tickets?
Problem Solving Steps
Directions: Write in the Problem Solving steps and description
Problem Solving Scenarios (Guyer, 2015)
Directions: Write a response for your assigned scenario using
the Problem Solving Steps you learned in this session. You will act
out your scenario in front of the class.
Scenario 1: Problem: You are in charge of an event that you took
all new hires to assist you. The new hires are moving at a very
slow paced and seemed
Scenario 2: Problem: At the last minute the caterer informs you
that they are out of the mashed potatoes that were on the menu.
Problem Solving Scenarios (Guyer, 2015) - Continued
Scenario 3: Problem: The venue has the doors locked upon your
arrival with no phone number on the door to contact the
Scenario 4: Problem: Two days before the event, your best
employee gets sick and cannot
ReferencesGuyer, H. (2015). Event Planning 101- Challenges and
how to overcome them. Retrieved February 02, 2016, from
These Problem Solving Steps actually do work. (2012-2016).
Retrieved February 6, 2016, from
What is problem solving? (2016). Retrieved January 17, 2016, from
Welcome to Problem Solving Training.You are probably wondering
why you are here today. You are here today because during the needs
assessment that was conducted it seems that problem solving skills
were needed for Meeting, Convention, and Event Planners. It is
important for you to utilize proper problem solving skills to help
your clients as well as help to grow Manette Meetings. I have
invited the management team to join us so they can help to
reinforce the skills you learn today during your coaching sessions.
Together we will help enhance the problem solving skills you
already possess. At your desk you have a participant guide that you
will fill out as we go through the training. The participant guide
will be a reference for you to use after class when you need
assistance in your problem solving. Please take additional notes on
the notes pages at the end of your participant guide as we go
along. Purpose: This slide will help explain why the trainees are
attending the training.
To start of the session, I would like to get your brains to
start to flow in a problem solving way. I am sure there are many of
you, like myself who do not like math. My apologies in advance for
this activity. At the end of the activity, I will explain how it
ties into our training today.In your group you have 3 short
problems to solve. Write each answer on the whiteboards. You only
have 3 minutes to solve them. Debrief: Like many of you, I used to
think that math was useless in everyday careers, but that is not
true. Math does help you with your problem solving skills that you
will use in your everyday interactions. I chose to have the
problems as a part of the training to help tie the pieces together.
Lets discuss our agenda today.Purpose: The ice breaker will help
the trainees to get into a problem solving mindset as well as get
to know each other.
This session will cover the following: Problem Solving Steps:
You all possess problem solving skills or you would not have been
blessed with your position. We will review a simple four step
process to help you when you need to use the skills. Problem
Solving Role Play: We will have some time to practice the steps
that you learn in real-life scenarios via a role-play in front of
the class. Problem Solving Jeopardy: We only have a short time, but
we will have some fun playing a quick round of jeopardy to help
reinforce the skills we learned. Wrap-Up: Our wrap-up will provide
a recap of the training reinforcing how you can implement the
training into your daily interactions. Purpose: The agenda will
provide a roadmap of the session so the trainees know what to
expect during the training.
Before I provide the short four step problem solving steps, I
felt it was important to remind you all the importance of an
apology. When there is a problem, a client has been inconvenienced.
It is important that you apologize immediately when the problem is
identified. Waiting to apologize only makes the problem worse.
Apologize empathically as you mean it. Be cautious on the number of
apologies as too many apologies will lose the meaning. Also, choose
your words wisely. Some people can get away with saying Im sorry,
where others need to say I apologize to provide the meaning behind
it. If one doesnt seem to work for you switch it up. In both
choices be sure that you have a sincere tone and that your body
language matches for in person interactions.We are now ready to
move on to solve problems.Purpose: Explaining apologizing as well
as having group interaction will help the trainees to see how
apologizing ties into the problem solving process.
Just as detectives need to solve crimes, as an Event Planner,
you have problems to solve. Here are four simple steps to help you
solve problems. You will find on page 4 in your participant guide
that you Step 1: Defining the problem (Mind Tools, 2016) Take a
step back to analyze what they true issue is. Identifying the true
issue is the only way to solve the issue. If you try to solve what
may look to be the problem and it turns out that was not the
problem, you will waste time. Your client will get aggravated and
potentially leave the company. Step 2: Generating alternatives
(Mind Tools, 2016) Provide options to your clients that will help
to resolve the issue. It is important that you provide them the
options and allow them to make the decision that works best for
them. They want to be a part of making decisions. Feel free to add
in your suggestions if the client asks for them. Step 3: Evaluating
and selecting alternatives (Mind Tools, 2016): Collaborate with
your client to help them make the best solution. Add in any
experiences you have seen to help them see all sides. If
alternatives are an option, add them in for the client. Remember it
is ultimately their decision to make, do not get upset if they do
not go with a decision you would have made. Step 4: Implementing
solutions (Mind Tools, 2016) The final step is where the problem is
solved. Hopefully it is a solution that has made your client happy.
Remember there are times where you can do your all, but some
clients just may not be happy no matter what you do. As long as you
have tried and involved your manager if needed to provide them the
best customer service and solutions, you have done your job.
Now its time to practice the steps with some event scenarios
that we have witnessed.Purpose: This is the section the trainees
will learn the problem solving steps to apply to their everyday
interactions with their clients.
In your groups you will evaluate the problem and come up with
the solution using the steps we spoke about. After you are
finished, each group will role play your scenario in front of the
class. Feel free to add in any additional tips.Purpose: Through
role-play the trainees will have a chance to practice the problem
solving steps in a safe environment. They will make mistakes, but I
will be there to guide them. This will also give me a chance to
assess the transfer of learning and provide additional tips to help
We will take a few minutes to have fun playing a quick round of
Jeopardy. Purpose: The Jeopardy is a fun way to reinforce the
learning as well as provide me another way to assess that the
trainees understand the concept.
In this session you learned: Apologize: How to and when to
apologize Problem Solving Steps: What are the four steps? Throw
ball to a trainee to ask what the first step is and an example.
Then have that trainee throw the ball to another trainee and
continue until all 4 steps are reviewed. Implement: How will you
implement the four steps? Use the ball to throw to all trainees and
have them each share how they will implement the steps.
Questions?Purpose: During the Wrap-Up, we can recap what the
training session involved as well as give the trainees another
opportunity to ask any last minute questions. This is also my last
chance to observe if any trainees had any issues learning the
material. I will be able to provide a detailed follow-up with the
Thank you for taking time out of your busy schedule to attend
training today. I hope you have a great day and fun being problem
Problem Solving Job Aid
In order to effectively problem solve you must follow the basic
four step process.
Step 1: Defining the problem (Mind Tools, 2016) Take a step back
to analyze what they true issue is. Identifying the true issue is
the only way to solve the issue. If you try to solve what may look
to be the problem and it turns out that was not the problem, you
will waste time. Your client will get aggravated and potentially
leave the company. Step 2: Generating alternatives (Mind Tools,
2016) Provide options to your clients that will help to resolve the
issue. It is important that you provide them the options and allow
them to make the decision that works best for them. They want to be
a part of making decisions. Feel free to add in your suggestions if
the client asks for them. Step 3: Evaluating and selecting
alternatives (Mind Tools, 2016): Collaborate with your client to
help them make the best solution. Add in any experiences you have
seen to help them see all sides. If alternatives are an option, add
them in for the client. Remember it is ultimately their decision to
make, do not get upset if they do not go with a decision you would
have made. Step 4: Implementing solutions (Mind Tools, 2016) The
final step is where the problem is solved. Hopefully it is a
solution that has made your client happy. Remember there are times
where you can do your all, but some clients just may not be happy
no matter what you do. As long as you have tried and involved your
manager if needed to provide them the best customer service and
solutions, you have done your job.
ReferencesWhat is problem solving? (2016). Retrieved January 17,
End of Training Survey
Directions: Rate each question about your training session. Once
you have completed your survey, please turn it into the survey box
at the front of the class. All results will be confidential.
Strongly AgreeAgreeNeutralDisagreeStrongly Disagree
1. The training session was the appropriate length of time.
2. The training materials were easy to understand and provided
3. The trainer was knowledgeable on the subject.
4. The trainer was prepared.
5. I feel I gained valuable knowledge to help me in my daily
In conclusion, the training materials were designed to be
universal in order to be effective to teach Event Planners, the
target audience, as well as non-Event Planners. The Training and
Development course gave the opportunity to design the materials in
a step by step process to create a successful training. Each
material has its on purpose in the session to aid to the transfer
of learning meeting all learning styles. Comment by Melissa Davis:
Great job on your portfolio. Very professionally done.
x| class preparation checklist pg. 40Manette Meetings: Meeting,
Convention, and Event Planners Created on/by: 2-27-16
LJMC:\Users\mrsfm1\Documents\Lori School\COM 471