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Decision making is how we cope with our environment and live our life. From the decision to rise in the morning to the decision go to bed at night, we are constantly making decisions and frequently solving problems. Throughout each day we are confronted with a variety of problems and decisions that require a rational, thoughtful response. Problem Solving and Decision Making presents a structure, process and tools to help you solve problems and make decisions. This course is about proactively attacking problems and making timely decisions that help you solve work problems and make decisions to bring value to your company and your customers. In addition, the skills, processes and tools taught in this course can bring value to other aspects of your life as well.

Learning Outcome

  • Identify one or more problems to solve
  • Create a problem statement
  • Conduct a root cause analysis of the problem
  • Develop criteria to evaluate solution to the problem
  • Generate a list of solutions
  • Select the best solution
  • Validate their solution
  • Develop a plan to implement the solution
  • Develop a plan to monitor and verify the solution
  • Develop a communication plan


01. The Basics

  • What is a problem?
  • What is creative problem solving?
  • What are the steps of creative problem

02. Gathering information

  • Understanding Types of information
  • Identifying Key questions
  • Methods of gathering information

03. Problem Definition

  • Defining the problem
  • Determining where the problem
  • Define Present state and the desired state
  • Stating and restating the problem
  • Analyzing the problem
  • Writing the problem statement

04. Preparing for Brainstorming

  • Identifying mental blocks
  • Removing mental blocks
  • Stimulating creativity

05. Generating solutions (I)

  • Brainstorming Basics
  • Brain writing and Mind mapping
  • Dunker Diagrams

06. Generating solutions (II)

  • The Morphological Matrix
  • The Six Thinking Hats
  • The Blink Method

Target Audience

This course is applicable to line managers; team leaders and supervisors, Call center, back office
teams and support functions.

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