Problem Solving

Decision Making
Conflict Resolution
Health Team Relations
Tina Marie Hunt, RN, BSN
 Problem Solving Process

• Two important things to remember

– Problems and conflicts happen all the time

– Use this time to improve the situation or
relationship
 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

 Two reasons why we see a
problem as a problem

• It has to be solved and we’re not sure how

to find the best solution

• There will be conflicts about the solution to

the problem
 Conflict - averse

• Feeling uneasy about dealing with conflict

because we feel something bad is going to
happen.

• Goal- become conflict friendly and

competent.
 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.
 Seven Steps to
problem solving process

1. Identify the issues

• Be clear about what the problem is.

• Perception is a key factor- everyone has
their own opinion.
 Seven Steps to
problem solving process
2. Understand everyone’s 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
everyone’s interest.
 Seven Steps to
problem solving process

3. List possible solutions

• creative brainstorming
 Seven Steps to
problem solving process

4. Evaluate the options

• What are the pro’s and con’s?

5. Select an option or options.

• Is there an option or a variety of options that
can be used together to get a solution.
 Seven Steps to
problem solving process

6. Document the agreement(s)

• Don’t relay on your memory

• Putting it on paper allows a more detailed
thought process.
 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
 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
 Blocks to problem solving
8. Failure to properly identify the problem
9. Failure to communicate or seek advice
10. lack of adequate information to make
valid assumption
11. not involving everyone
12. Not identifying the desired outcome.
 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
 Steps of decision making process

1. State the situation that requires a

decision.
2. List choices
3. Make a decision and act on it.
4. Evaluate the decision
Note: Effective decision making skills
promote individual, family and
community health.
 Conflict Resolution

• The act of settling any dispute or

disagreement between two or more
individuals without it resulting in
violence or court costs.
 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
 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.
 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?
 References
• CRInfo:
http://v4.crinfo.org/browse.jsp?nid=2221
• Pacific Business News:
http://pacific.bizjournals.com/pacific/stories
/1999/12/20/smallb2.html?t=printable
• Tim Hicks, Innovation Network:
http://www.thinksmart.com/articles/7steps.
html