Bot Problem Solving PPT Botps2.0 103114 Final

The Business of Thinking®

ThinkAbout Problem Solving
Better Thinking. Better Performance. Better Results. © 2014 Herrmann Global, LLC
Sections of ThinkAbout Problem Solving
1. Whole Brain® Problem Solving
2. Partnering for Better Problem Solving
3. Flexing to Solve Problems
4. The Problem Behind the Problem
The Business of Thinking® Series
Participant Workbook
Problem Solving Methods
Section 1: ‘Survival’
Whole Brain®
The Whole Brain® Model
Problem Solving
The Whole Brain® at
Work
Action Plan
Learning Objectives
At the end of this section, you will be able to:
Understand how your thinking preferences affect the way

you solve problems
Appreciate how others’ thinking preferences can impact

the problem-solving process
Leverage Whole Brain® Thinking in problem solving
“The Problem Appears to be Unsolvable”
© 2014 Herrmann Global, LLC

Problem Solving Methods
• Root Cause Analysis (RCA)

• Fishbone (Ishikawa) Diagram
• GROW Model
• 8D
• TRIZ
G Goal
R Reality
O Obstacles/Options
W Way Forward
“Survival”
• A sextant (instrument measures longitude and latitude at sea)
• A shaving mirror
• Mosquito netting
• A 25 liter container of water
• Case of army rations
• Maps of Atlantic Ocean
• A floating seat cushion
• A 10 liter can of oil/gasoline mixture
• A small transistor radio
• 20 square feet of opaque plastic sheeting
• A can of shark repellant
• One bottle of 160% proof rum
• 15-foot nylon rope
• 2 boxes of chocolate bars
• An ocean fishing kit with pole
Source: http://insight.typepad.co.uk/lost_at_sea.pdf
Our Four Different Selves
A D
Analyzes Infers
Quantifies Imagines
Is logical Speculates
Is critical Takes risks
Is realistic Is Impetuous
Likes numbers Breaks rules
Knows about money Likes surprises
Knows how things work Is curious / Plays
Takes preventive action Is sensitive to others

Establishes procedures Likes to teach
Gets things done Touches a lot
Is reliable Is supportive
Organizes Is expressive
Is neat Is emotional
Timely Talks a lot
Plans Feels
B C
The four-color, four-quadrant graphic and Whole Brain® ® are registered trademarks of Herrmann Global, LLC. © 2014 Herrmann Global, LLC
Problem-Solving Walk-Around
A D
• Having a technical perspective • Getting excited, maybe impatient
• Checking the numbers closely • Generating lots of ‘crazy’ ideas
• Examining things critically • Looking for new perspectives
• Concentrating on fixing it • Breaking the rules to solve
• Calling in an expert • Looking at ‘the big picture’
• Analyzing in depth • ‘Sleeping on it’
• Doing research • Brainstorming
• Making a plan • Talking it out

• Minimizing the risk • Building a team
• Taking first things first • Calling a friend for help
• Organizing the information • Listening to own intuition
• Focusing on time and timelines • Getting emotionally engaged
• Searching for overlooked details • Considering own values/feelings
• Considering steps to be completed • Persuading those involved to help
B C
The Whole Brain at Work
“Survival”
15 A sextant
1 A shaving mirror
14 Mosquito netting
3 A 25 liter container of water
4 Case of army rations
13 Maps of Atlantic Ocean
9 A floating seat cushion
2 A 10 liter can of oil/gasoline mixture
12 A small transistor radio
5 20 square feet of opaque plastic sheeting
10 A can of shark repellant
11 One bottle of 160% proof rum
8 15-foot nylon rope
6 2 boxes of chocolate bars
7 An ocean fishing kit with pole
Source: http://insight.typepad.co.uk/lost_at_sea.pdf
Coast Guard Expert Analysis
Coast Guard Expert Analysis
Key Thoughts
• Your thinking preferences play a big
part in how you go about solving
problems individually and as a team.
• Engaging people with other thinking
preferences will make the problem-
solving process more inclusive.
• You may need to stretch into your less-
preferred quadrant(s) to arrive at a
more whole-brained solution.

Learning Objectives  Outcomes
Understand how your thinking preferences affect the way

you solve problems
Appreciate how others’ thinking preferences can impact

the problem-solving process
Leverage Whole Brain® Thinking in problem solving
Action Plan
Consider the problems that you have had to solve in
the past – in the work place or in your personal life.
• Take a few moments to write down your

observations of the effects of your own thinking
preferences, and also of a team’s thinking
preferences, on problem solving.
• What will you do differently, when confronted with

a problem that needs to be solved?

End of Section 1
Section 1:
Whole Brain®
Problem Solving Next:
Partnering for Better
Problem Solving
What’s for Lunch?
Section 2:
Thinking Partnerships
Partnering for
Invite Cross-Training
Better Problem
Solving Action Plan
Learning Objectives
Recognize the role each quadrant plays in problem

solving
Leverage contrasting thinking preferences to increase

possibilities
Use the Problem-Solving Walk-Around to create a

problem-solving process
“What’s for Lunch?”
"Thinking styles play a part in one of the most important factors
in a team’s ability to innovate and solve problems – its diversity.
Because diversity is critical to successful idea generation in

teams, the greater the diversity, the exponentially greater the
number of ideas a team can generate in response
to a problem or opportunity."
Associate Professor of English

Margaret (Margo) Lukens

University of Maine – Cross-Training
A D
B C
Cross-Training
“Cross-training refers to an athlete training in sports other

than the one that the athlete competes in, with a goal of
improving overall performance.
It takes advantage of the particular effectiveness of each

training method, while at the same time attempting to
negate the shortcomings of that method by combining it
with other methods that address its weaknesses.”
- Wikipedia

Cross-Training Your Brain

Select one problem:

• Delayed delivery times repeatedly with certain customers
• Personnel problem – two team members are disagreeable
• The need to create new procedures for processing orders
• Implementation of management’s decision for two team
members to job share, splitting a role
• Training is to be put online, to include regional divisions
• Your organization feels the need for an online presence
You are not to solve the problem.

Discuss what beneficial ideas and questions
might come from each of the four quadrants.

Key Thoughts
• People with different thinking
preferences solve problems differently.
• Partnering with a co-worker can increase
possible solutions and opportunities.
• The application of the Problem-Solving
Walk-Around creates a problem-solving
process that includes all preferences.

Recognize the role each quadrant plays in problem

solving
Leverage contrasting thinking preferences to increase

possibilities
Use the Problem-Solving Walk-Around to create a

problem-solving process
Action Plan
Take a few moments to create a problem-
solving network.
Identify a list of people who have thinking

preferences that contrast with yours, who can
add fresh perspectives to your problem-
solving process.

End of Section 2
Section 2:
Partnering for
Better Problem Next:
Solving Flexing to Solve
Problems?
Natural Problem-Solvers
Section 3: “Think Outside the Box”
Flexing to Solve Whole Brain® Problem
Problems Solving
Using the Whole Brain®
Problem Solver
Action Plan
Learning Objectives
Identify your tendencies in solving problems
Think beyond your own perspective to more effectively

solve problems
Utilize various techniques to improve your problem

solving skills
Natural Problem Solvers
Connect the Dots
Connect all 9 dots by drawing

4 straight consecutive lines.

Connect the Dots

“Think Outside the Box”

Optical Illusions

Optical Illusions
“First-rate intelligence:
The ability to hold two
opposed ideas in the mind
at the same time, and still
retain the ability to
function.”
F. Scott Fitzgerald

Whole Brain® Problem Solving?

Situational “Stretch”
“Life is like a ten speed bicycle –

we all have gears that we never use.”
- Charles Schultz
Whole Brain® Problem Solver
The Step The Questions The Answers
A. What are the key facts? Who? What? When? Where?
Why?
1. B. Do I have all the details? Is there an important bit I am
Gather the missing?
facts C. What does my intuition tell me? What do other people
feel about it?
D. What is the main issue? Am I missing any links?
A. Based purely on the facts ...
2.
Define the B. From an organizational point of view ...
problem C. From a people perspective ...
D. From a big-picture holistic view ...
3. A. What tools, techniques, and technology can we use?

Develop B. What processes, procedures, or structures could we
solutions, then use?
select the best
C. Who else can help us solve this?
solution (circle
D. What wild, outside-of-the-box ideas can you think of?
it)
A. What resources do we need?
4. Implement B. What are the action steps?
the best C. Who do we need to involve, and are they available?
D. How will we know that we are getting maximum results
from the solution?
Whole Brain® Problem Solver - Step 1
The step The questions The answers

A. What are the key facts? Who? What? When? Where?
Why?
1. B. Do I have all the details? Is there an important bit I am
Gather the missing?
facts C. What does my intuition tell me? What do other people
feel about it?
D. What is the main issue? Am I missing any links?


A. Based purely on the facts ...
2. B. From an organizational point of view ...
Define the
problem C. From a people perspective ...
D. From a big-picture holistic view ...


3.
3. A. What tools, techniques, and technology can we use?
Develop
Develop B. What processes, procedures, or structures could we
solutions, then
solutions then use?
select
select the best
the best C. Who else can help us solve this?
solution (circle
solution (circle D. What wild, outside-of-the-box ideas can you think of?
it)
it)

A. What resources do we need?

4. Implement B. What are the action steps?
the best
C. Who do we need to involve, and are they available?
D. How will we know that we are getting maximum results
from the solution?

Using the Whole Brain® Problem Solver
Select one problem to work through using the Whole Brain ®

Problem Solver:
• Delayed delivery times repeatedly with certain customers

• Personnel problem – two team members are disagreeable
• The need to create new procedures for processing orders
• Implementation of management’s decision for two team
members to job share, splitting a role
• Training is to be put online, to include regional divisions
• Your organization feels the need for an online presence
Fresh Eyes
“It's so much easier

to suggest solutions
when you don't
know too much
about the problem.”
Malcom S. Forbes
Key Thoughts
• We tend to try to solve problems based
on our own thinking preferences.
• The Whole Brain® Problem Solver can
trigger new ways to think about problems
that do not occur to you automatically.
• “Think outside the box” and leverage
“fresh eyes,” to improve your ability to
solve problems.

Identify your tendencies in solving problems
Think beyond your own perspective to more effectively

solve problems
Utilize various techniques to improve your problem

solving skills
Action Plan
Identify an opportunity you

have in the next two weeks
to use the Whole Brain®
Problem Solver with a group
or team. Note some things
you need to do to prepare for
using this tool.

End of Section 3
Section 3:
Flexing to Solve
Problems Next:
The Problem Behind the
Problem
The Elephant in the
Section 4: Room
The Problem “‘The Five Whys”
Behind the Whole Brain® Problem
Problem Solving
Action Plan
Learning Objectives
Identify actual problems in your organization that can be

solved using the Whole Brain® method
Analyze a problem from all four quadrants of the Whole

Brain® Model
Apply Whole Brain® problem-solving tools to solve

problems
The Problem
What?
Why?
How Who?
The Elephant in the Room
“An important and obvious topic, which everyone

present is aware of, but which isn’t discussed, as such
discussion is considered to be uncomfortable.”
Image source: www.davepear.com

Steps:
1. Gather the Facts
2. Define the Problem
3. Develop Solutions
4. Implement the Best

“The Five Whys”
You woke up late.
1. Why? The alarm clock did not go off.

2. Why? The time reset to 12:00 a.m.
3. Why? The alarm clock lost power.
4. Why? The battery backup was not installed.
5. Why? We didn’t have a battery.

Getting to the Real Problem
A D
• What broad, general issue
seems to cause me to be less • Why does this issue affect my
productive at work? work?
• What is it that interferes with my • Why is this issue important from

progress numbers, sales, the big picture view?
quantity or quality of my work?
• Who else is affected?

• When am I affected the most?
(time of day/week/month/year? • Who do I affect because of this
issue?
• How do I cope now with this
issue? • My feelings about this topic are
…
B C
Steps:
1. Gather the Facts
2. Define the Problem
3. Develop Solutions
4. Implement the Best

Key Thoughts
• Devote the time and effort to discover
the real problem, rather than focusing
only on the symptoms of the problem.
• Thorough use of the Whole Brain®
Problem Solver ensures that you don’t
overlook least-preferred quadrant(s).
• Heterogeneous or diverse-thinking
groups represent the views of all four
quadrants.

Identify actual problems in your organization that can be

solved using the Whole Brain® method
Analyze a problem from all four quadrants of the Whole

Brain® Model
Apply Whole Brain® problem-solving tools to solve

problems
Action Plan
A problem is not solved until action has
been taken.
What are the next steps, to take action

on the problem that your group solved?
Are there problems that were

addressed by other groups that you
can be a part of solving? If so, how
can you help in that action plan?
End of Section 4
Section 4:
The Problem
Behind the Next:
Problem Think About Problem
Solving Wrap Up
A D
What We’ve Covered Why Whole Brain® Thinking
How We Did It Who Benefits
B C
A – What We’ve Covered
Problem-Solving Methods
Thinking Partnerships
Cross-Training
Whole Brain® Problem Solving
Getting to the Real Problem

B – How We Did It
“Survival”
The Whole Brain at Work
“What’s for Lunch?”
“Think Outside the Box”
Using the Whole Brain® Problem Solver

C – Who Benefits
Self
Team Members
Colleagues
Coworkers
Managers
Organization
Clients
Customers
Others Outside our Organization

D – Why Whole Brain® Thinking
Better Thinking. Better Performance. Better Results

Questions?


The Business of Thinking® Series
Start Thinking
ThinkAbout Teams
ThinkAbout Communicating
ThinkAbout Creative Thinking

ThinkAbout Decision Making
ThinkAbout Your Customer
The four-color, four-quadrant graphic and Whole Brain® ® are registered trademarks of Herrmann Global, LLC.
© 2014 Herrmann Global , LLC
Better Thinking. Better Performance. Better Results.
828.625.9153 l herrmannsolutions.com
Connect with us:

Appendix
• Additional Facilitator Resources

Break it up!
The brain needs
time to process.
Taking a break during

class/learning helps
retain the information
just learned.

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The Business of Thinking®

The Business of Thinking®

1. Whole Brain® Problem Solving

2. Partnering for Better Problem Solving

3. Flexing to Solve Problems

4. The Problem Behind the Problem

At the end of this section, you will be able to:

Understand how your thinking preferences affect the way

Appreciate how others’ thinking preferences can impact

Leverage Whole Brain® Thinking in problem solving

© 2014 Herrmann Global, LLC

• Root Cause Analysis (RCA)

Takes preventive action Is sensitive to others

• Making a plan • Talking it out

© 2014 Herrmann Global, LLC

At the end of this section, you will be able to:

Understand how your thinking preferences affect the way

Appreciate how others’ thinking preferences can impact

Leverage Whole Brain® Thinking in problem solving

• Take a few moments to write down your

• What will you do differently, when confronted with

© 2014 Herrmann Global, LLC

At the end of this section, you will be able to:

Recognize the role each quadrant plays in problem

Leverage contrasting thinking preferences to increase

Use the Problem-Solving Walk-Around to create a

Because diversity is critical to successful idea generation in

Associate Professor of English

© 2014 Herrmann Global, LLC

“Cross-training refers to an athlete training in sports other

It takes advantage of the particular effectiveness of each

© 2014 Herrmann Global, LLC

© 2014 Herrmann Global, LLC

Select one problem:

You are not to solve the problem.

© 2014 Herrmann Global, LLC

© 2014 Herrmann Global, LLC

At the end of this section, you will be able to:

Recognize the role each quadrant plays in problem

Leverage contrasting thinking preferences to increase

Use the Problem-Solving Walk-Around to create a

Identify a list of people who have thinking

© 2014 Herrmann Global, LLC

At the end of this section, you will be able to:

Identify your tendencies in solving problems

Think beyond your own perspective to more effectively

Utilize various techniques to improve your problem

Connect all 9 dots by drawing

© 2014 Herrmann Global, LLC

© 2014 Herrmann Global, LLC

© 2014 Herrmann Global, LLC

© 2014 Herrmann Global, LLC

© 2014 Herrmann Global, LLC

© 2014 Herrmann Global, LLC

“Life is like a ten speed bicycle –

3. A. What tools, techniques, and technology can we use?

The step The questions The answers

© 2014 Herrmann Global, LLC

The step The questions The answers

© 2014 Herrmann Global, LLC

The step The questions The answers

© 2014 Herrmann Global, LLC

The step The questions The answers