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Group Problem Solving and Facilitation
Gemini Skills Workshop
July 1998
Contents
• Group problem solving
• Problem solving/team building (PS/TB) approach
• Facilitation skills and the facilitator role
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Why Use Groups for Problem Solving?
• Collective experience is more powerful than individual experience
• Building on the ideas and knowledge of other creates positive synergy
• Efficiency and productivity are enhanced
• Group interactions ensure face-to-face interaction of all involved parties
resulting in more effective communication
• Creates automatic ownership of solutions for those involved.
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What is Effective Group Problem Solving?
A planned and informed attack on a problem which is
conducted in a cooperative manner and draws out the
collective best from the assembled resources to achieve
the best resolution of the problem through an action plan
that has the commitment of the implementors
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Key steps in the problem solving process
Clarify
Problem
1. Determine
what we know
and what we
don’t
Investigate
Causes
1. Identify
possible
causes
2. Design tests
2. Gather
information
3. Perform tests
3. Identify
constraints
4. Determine
causes or retest
4. Determine if
you should
proceed
5. Determine to
proceed
Determine
Decision
Criteria
1. Determine
criteria
2. Determine
decision
process
Identify
Solutions
Evaluate
Solutions
Implement
Solution
1. Determine
solution
approach
1. Compare with
decision
criteria
1. Prepare action
plans
2. Develop
solutions
2. Decide on
solution(s)
2. Prepare
follow-up plan
and measures
3. Validate
3. Implement
Follow-up
and
Measure
1. Measure
expected
benefits
2. Collect
feedback
3. Incorporate
feedback into
ongoing work
There are many variations of this process, but these are the basic
steps you should follow.
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PS/TB Approach
What Is PS/TB?
– Structured approach
– Iterative participative process
– Team building experience
– GETS RESULTS—SOLVES PROBLEMS!
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7-Step Team-Building/Problem-Solving Approach
1. Headline the problem
2. Provide background
3. Generate ideas
4. Select ideas
5. Get benefits/concerns
6. Work critical concerns
7. Get action plan/next steps
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PS/TB: Problem Statement
– Initial statement of: problem, task, opportunity and challenge
– Must be concise and accurate
– Should be action oriented, "How to”
Problem
Statement
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PS/TB: Background
– Additional information
– Clarification, definitions
– Constraints
Background
– What we tried before (and the outcomes)
– Motivating statements
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Problem Solving/Team Building Flow
1. Headline the problem
2. Provide background
3. Generate ideas
4. Select ideas
5. Get benefits/concerns
6. Work critical conditions
1. Headline the problem
Yes
2. Provide background
3. Generate ideas
None
4. Select ideas
5. Get benefits/concerns
6. Work critical conditions
7. Get action plan/next steps
None
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PS/TB: “Where to eat tonight?”
Problem Statement:
Background:
• H2 identify and make plans needed for my wife and I to
eat dinner out this evening
• Don’t want to cook
• Ate Chinese last night
• Don’t want to drive more than 30 minutes
Idea
Generation/Restaurant:
1. Herr Gruber’s German Restaurant
2. McDonalds
3. Chi-Chi’s Mexican Restaurant
4. Madame Frenchy’s French Foods
5. Guiseppi’s Italian Cuisine
6. The Backfin Seafood Restaurant
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PS/TB: “Where to Eat Tonight” (cont.)
Selection:
6. The Backfin
Benefits of the
Selected Idea:
+ 10 minutes away
+ New place
+ Recommended by friends (great swordfish!)
Concerns:
- IWIK how much it cost
- H2 get specified directions
- H2 deal with my wife’s allergy to fish
- IWIK if there were a table available this evening
ID Critical Concerns:
- H2 deal with my wife’s allergy to fish
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PS/TB: “Where to Eat Tonight?” (cont.)
(New) Problem
Statement:
• H2 deal with my wife’s allergy to fish
Background:
• If even she smell fish, she throws up
Idea
Generation:
1. Oxygen tent
2. Gas mask
3. Fumigate the building
Killer
concern
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PS/TB: “Where to Eat Tonight?” (cont.)
Make New Selection:
Restaurant
• Chi-Chi’s Mexican Restaurant
Benefits of the
Selected Idea:
+ 12 minutes away
+ Allergies no problem
+ Good past experiences
+ Great margaritas!
Concerns:
- H2 know if there’s a table available with less than a 30
minute wait
- No reservations
ID Critical Concerns:
- None
Action Plan:
- Plan to leave for Chi-Chi's at 5:00 p.m. tonight (to
avoid the dinner rush)
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Facilitation
Good Facilitation Skills Apply in Many Meeting
Situations
Controlling
Facilitating
20%
Leader is responsible
for decision making
80%
50%
Team members and
leader share
responsibility for
decision making
50%
80%
20%
Controlling Leader’s Role:
•
•
•
•
•
•
•
•
Source:
•Facilitating Leader’s Role:
–
–
–
–
–
–
–
–
–
Tell
Sell
Direct
Decide
Delegate
Solve problems
Set goals
Use authority to get things done
Listen
Ask questions
Direct group process
Coach
Teach
Build consensus
Share in goal setting
Share in decision making
Empower others to get things done
How to Lead Work Teams: Facilitation Skills, Fran Rees.
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Good Facilitation Includes Specific Behavioral Skills
– Ask open ended questions
– Positively respond to contributions from the group
– Ask for more specific examples
– Redirect comments or questions to other group members
– Avoid stating your opinion while facilitating
– Paraphrase for clarity and understanding
– Role model and encourage good meeting behaviors
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Meeting Roles: Facilitator
– Guides the process
– Make it “safe” for everyone to participate
– Records group ideas and decisions
– Monitors time contract
– Brings team back on-track when needed
– Helps headline and clarify ideas
– Aids team performance
– Provides feedback
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The Group Memory: Flipchart Recordings
– Helps the group focus
– Provides instant record of meeting content
– Encourages participation
– “Depersonalizes” ideas
– Increases sense of accomplishment
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Meeting Roles: Client/ Team Leader
– “Owns” the meeting—sets the objectives
– Determines the participants
– Provides support, information, and resources
– Sets the tone
– Encourages creativity
– Makes decisions
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Meeting Behavior: The Leader Sets the Tone
– Demand serious preparation, attention, and effort
– Set high—but reasonable, achievable expectations
– Speak in terms of “we” instead of “I”
– Make the team realize that the task is important
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Meeting Roles: Resource/ Team Member
– Generates ideas and recommendations
– Adheres to the agenda
– Practices good meeting behaviors
– Completes assigned tasks
– Participates actively
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