Collaborative Problem Solving

Presented by the LCD Group:Lita Quero, Chris Rasmussen, Debbie Price

F O U R P h a s e s o f

C o l l a b o r a t iv e

P r o b l e m S o l v in gProblem Identification

Solution GenerationAction plan formulation and agreement

Implementation and follow­up

O u r F o c u sPrepare you for real world situations

Explain three collaborative problem solving scenarios

•Initiator•Responder•Mediator

Problem-Solving Activity

In it ia t o r

In it ia t o r

P r o b l e m ID T a k e p e r s o n a l o w n e r s h ip o f t h e p r o b le mBe accountable for your feelings

D e s c r ib e t h e p r o b le m in t e r m s o f b e h a v io r sWhen you do X, Y results, and I feel Z

A v o id e v a lu a t iv e c o n c lu s io n sDo not accuse or be a victim

P e r s is t u n t i l u n d e r s t o o dRestate or reiterate

E n c o u r a g e T w o W a y D is c u s s io nSeek an explanation

In it ia t o r

S o l u t io n -

G e n e r a t io nF o c u s o n c o m m o n a l i t ie s a s t h e b a s is f o r r e q u e s t in g a c h a n g e

  Organizational and personal goals

 Shared Values

 Point out how a change in behavior will have a positive effect on your shared work experience/productivity

C r e a t e a C l im a t e f o r J o in t P r o b le m S o lv in g

Show Genuine Interest and ConcernRemain in control of the discussion

A s k c la r i f y in g q u e s t io n sTransform Complaints from:

General to SpecificEvaluative to Descriptive

Motives and Reasons to Actions and ConsequencesLimit responses to questions

Ask for ExamplesRestate your understanding

A g r e e w it h S o m e A s p e c t o f t h e C o m p la in t

Find a basis of agreement

R e s p o n d e r

P r o b l e m ID

R e s p o n d e r

S o l u t io n

G e n e r a t io n A s k f o r S u g g e s t io n s o f

A c c e p t a b le A l t e r n a t iv e sAsk for recommended solutions

Agree on course of action

M e d ia t o r

P r o b l e m ID A c k n o w le d g e t h a t c o n f l ic t e x is t s

a n d p r o p o s e p r o b le m -s o lv in g a p p r o a c h

Meet separately or together with partiesDetermine if both want to work out issue

What is relationship between partiesShare personal experience

M a in t a in n e u t r a l p o s t u r e Respect both parties’ points of view

Serve as facilitator, not a judgeTeach problem solving

Manage discussion to ensure fairnessDon’ t let either party dominate discussion

Keep discussion issue orientedExplore options by focusing on interest, not positions

Ask ‘why’ questionsHelp parties identify areas of agreement

M a k e s u r e b o t h p a r t ie s s u p p o r t s o lu t io n a g r e e d

u p o nDon’t terminate discussion too early

Follow­up to maintain good working relationship

M e d ia t o r

S o l u t io n -

G e n e r a t io n

S u m m a r y

• D ia g n o s e s o u r c e o f c o n f l ic t

• S e le c t a p p r o p r ia t e c o n f l ic t m g m t s t r a t e g y

• Im p le m e n t s t r a t e g y• M a k e s u r e y o u h a v e

r e s o lu t io n t o d is p u t e

Vid e o An a l y s is