Chapter 5

Problem Solving and

Decision Making

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Steps in Problem Solving and
Decision Making

Identify and Evaluate

Evaluate and Alternative
Diagnose
Control Solutions
Problem

Choose One
Implement Develop
Alternative
the Alternative
Solution
Decision Solutions

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 Influences on Decision
Making
n  Intuition (experience helps)
n  Personality: “Big five” dimensions
+ Conscientiousness: The degree to which someone is hard
working, organized, dependable as opposed to lazy, disorganized, and
unreliable.
+ Extraversion – introversion: The degree to which someone is
sociable (extraverted), as opposed to reserved, quiet (introverted)
+ Agreeableness: The degree to which someone is
cooperative, warm, as opposed to belligerent and cold
+ Emotional stability: The degree to which someone is
insecure, anxious and depressed, as opposed to secure, calm
+ Openness to experience: someone is creative, curious, as
opposed to practical, and having narrow interests. 3
Influences on Decision
Making
n  EQ (Emotional Intelligence) – clusters of skills related
to the emotional aspects of life

- Skill in regulating one’s own emotions:

-  Ability to monitor others’ emotions:

-  Interest in motivating oneself

-  Highly developed social skills

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Influences on Decision
Making, continued
n  Quality and accessibility of information
n  Political considerations
n  Degree of certainty (certainty, risk, uncertainty)

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Nominal Group
Technique
1.  Gather the group.
2.  Leader presents a specific question.
3.  Members write down ideas alone.
4.  Each participant presents one idea to
the group on computer or flip-chart.
5.  Group clarifies, evaluates alternatives.
6.  Alternatives are rated independently
and votes tallied to choose best one.
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Nominal Group
Technique
1.  ISHIKAWA Diagram
2.  Six hat thinking
3.  ….

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Techniques
1. ISHIKAWA Diagram
Ishikawa diagrams (also called
fishbone diagrams, herringbone
diagrams, cause-and-effect
diagrams, or Fishikawa) are causal
diagrams

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Nominal Group
Technique

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Technique
2. Six hat thinking
* White hat: focus on data available
•  Red hat: Look at problems using tuition and emotion
•  Yellow hat: It is the optimistic viewpoint.
•  Black hat: Judgment and caution (negative hat)
•  Green hat: Stands for creativity, alternatives
•  Blue hat: Stands for process control (management,
summary…)

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Technique
2. Six hat thinking

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The Creative
Personality
n  Emotionally open and flexible
n  Breaks the rules, (McDonal with C
grade)
n  Emphasizes lateral rather than vertical
thinking. The more solutions, the better
n  Willing to support unusual idea world is
not ready to accept
n  Game with the head of a pen.
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Conditions Necessary
for Creativity
n  Expertise (knowledge to put facts
together)
n  Creative-thinking skills and internal
motivation
n  Environmental need plus conflict and
tension
n  Encouragement from others

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Organizational Programs
for Improving Creativity
n  Creativity training
n  Brainstorming

n  Systematically gathering ideas

n  Appropriate physical surroundings

(encouragement of interaction, and

even natural light)

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Creativity-Building Suggestions

1.  Keep track of your ideas.

2.  Stay current in your field.
3.  Improve your sense of humor.
4.  Adopt a risk-taking attitude.
5.  Identify your best times for
creativity.
6.  Step back when facing idea block.
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