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WorksheetsProblem Solving
Total questions: 160
Worksheet time: 3hrs 35mins
What do you think of the meetings organized by your company?
They are briefings rather than meetings
Something to learn
One way talking
Sharing of thoughts
All of the above
If you are given the opportunity to organize a meeting, you would
Ask others opinion on how to conduct the meeting
Give agenda to others and ask them to come prepared
Prepare yourself what you want to say
Let everyone discuss in the meeting
What describes 'self management skills' in the best possible way?
Abilities to maximize your productivity, improve performance and achieve goals
Abilities that doesn't require you to keep a manager
Abilities that can make you a manager
A person who can manages everything by him/herself
Who is mostly responsible for developing self management skills?
Management
Supervisor
Individual
Family
Which of the following is not important to achieve self management?
Organizational skills
Time management
Self Motivation
Personality
When you are given a work to do, what should be your first reaction?
Not again!
Who can help me with it?
I have got an opportunity to utilize my skills
How will I be able to do it?
What is the best definition of problem, according to you?
A difference between actual situation and the desired situation.
Doubt, uncertainty, or difficulty created by others
An obstacle to normal life
A situation that's part of life
To solve a problem which steps are most suitable?
Look for possible solutions - implementation - analyze the situation - make decision
Make decision- implement them - identify problem - analyze them - look for best solution
Identify the problem - analyze the situation - looking for possible solutions - make decision - Implementation.
Identify the problem - make decision - implement them - find a solution
What is the most critical mistake we should not make while solving a problem?
Identifying the problem
Making hasty decision
Prolong it for another day
Taking help from others
Do you think this quiz has helped you to improve your problem solving skills?
Yes
No
The first step in solving a problem is:
Develop a solution
Reflect and review
Understand the problem
Investigate and research the problem
A problem can be:
The answer
An obstacle
The solution
A difficulty
The solution to a problem is the
Steps you take to define the problem.
Steps you take to solve the problem.
Steps you take to make the problem worst.
Who would you ask to help you solve a problem?
Someone who solved the problem before.
Someone who failed at solving the problem.
Someone who has never experienced the problem before.
The final step to solving a problem is:
Understand the problem
Investigate and research the problem.
Reflect and Review.
Develop a solution.
Understanding the problem means:
Figuring out the problem.
Checking to see if the problem worked.
Writing the steps to solve the problem.
Thinking of solutions.
Investigating the problem is:
Checking if the solution worked.
Researching to find solutions to the problem.
Identify the problem.
Why is the Look back(evaluation) step an important part of the problem-solving method?
To determine whether the solution was successful or if another solution would have worked better
To prove to others that your decision was correct
To prevent the problem from happening again
All of the above
Alice uses the problem solving method to solve a problem. After she implements her solution, she discovers that her strategy did not work. What should she do next?
Repeat the unsuccessful strategy
Give up and let someone else fix the problem
Evaluate the results and create a new solution
Princy is not a naturally organized person, but she is creating a time management plan to keep track of her daily tasks. Which of the following is an important technique for her to follow?
Plan personal business during the work day
Do not schedule any breaks
Prioritize tasks.
All of the above
What is the first step in the problem solving method?
Name possible solutions
Identify the problem
Make a plan
Evaluate the result
What is the most important factor needed for problem solving?
Money
Time
Information
Manager
Your MINDSET can affect your performance.... (Check ALL that apply)
in school
sports
arts
The first step in solving a problem is:
Develop a solution
Reflect and review
Understand the problem
Investigate and research the problem
The solution to a problem is the
Steps you take to define the problem.
Steps you take to solve the problem.
Steps you take to make the problem worst.
Who would you ask to help you solve a problem?
Someone who solved the problem before.
Someone who failed at solving the problem.
Someone who has never experienced the problem before.
The final step to solving a problem is:
Understand the problem
Investigate and research the problem.
Reflect and Review.
Develop a solution.
Understanding the problem means:
Figuring out the problem.
Checking to see if the problem worked.
Writing the steps to solve the problem.
Thinking of solutions.
Reflect and Review is when you:
Understand the problem.
Write the steps to solve the problem.
Check if your solution worked.
Developing a solution is where you:
Check if the solution worked.
Write the steps to solving the problem.
Understand the problem
Investigating the problem is:
Checking if the solution worked.
Researching to find solutions to the problem.
Identify the problem.
What does 'Incremental' mean?
Everything happens at once
Steady increase and decrease of something
An increased mental power for maths
An incite to ones mind
What are the '5 Whys' used for?
To identify the effects of the cuases
To identify the 'Trivial Many'
To point the balme at someone
To get to the 'Root Cause' of a problem
What is 'Pareto's principal'?
80% of the causes come from 20% of the effects
90% of the effects come from 20% of the causes
80% of the effects come from 20% of the causes
20% of the causes come from 11% of the effects
State the 4 stages of the 'Continuous Improvement Cylce'
Cut, Copy, Paste, Undo
Plan, Direct, Count, Arrive
Plan, Do, Check, Act
Naughty, Elephants, Squirt, Water
What two areas on a 'Pareto chart' are identified?
Select two
Trivial Few
Vital Many
Vital Few
Trivial Many
What does the acronym 'TIMWOODS' relate to?
5 Whys
Pareto Charts
Ishikawa Diagrams
8 Wastes
How can a 'Mind Map' ai in problem solving?
Select 2
Visualisation of the problem
Identify all possible problems easily
Stops others sharing the points of view
This technique isnt used in problem solving
What is meant by the term 'Root Cause'?
A dental problem
A problem with directions on the sat nav
An infected root of a plant
The cause of something
You are given a box and are supposed to come up with new ideas for the box. On a gradient, where do you sit?
Generate many new ideas for the box, including several that might not work
Generate several ideas, putting some more thought into the ideas
I could go either way
Generate some ideas, and really work on developing those ideas and improving the box
Generate few, strong ideas on improving the box and that have been significantly developed.
You are tasked to generate new ideas in a group on a topic. Where do you sit on this continuum?
I generate all of my ideas out loud and love instant feedback from my group mates.
I generate most of my ideas out loud, but may develop one or two on my own
I could go either way
I generate most of my ideas by writing them down, but I can discuss one or two of them out loud
I need to write all of my thoughts and ideas down on the paper, and then present them later.
You are in a group that is tasked with completing a task and there is a disagreement between members. Where do you fall?
I refuse to move on until everyone is on board and happy with the same solution.
I want everyone to be happy with the decision, but there is a point where we just need to get it done.
I bounce between both equally.
I really want to get the task done, but I will still mildly consider the thoughts of others.
I am going to get this task done, and if people don't agree, then I don't mind hurting feelings.
Who can give feedback to whom?
Only Manager to Employee
Manager to Employee and Employee to Manager
Manager and Dual-Manager to Employee
Manager to Employee, Employee to Manager and Peer to Peer
How often should feedback be given?
At least once a week
Once per half-year
Only if somebody asks for it
Every time there is a performance review + every time there is a need for it
Not being specific, not providing examples
Do
Don't
Riddle: What kind of band never plays music?
Clue: R_____ B___
(a)
Becoming emotional
Do
Don't
Using a calm voice
Do
Don't
A plane crashes on the border of South Africa and Botswana. Where do you bury the survivors?
Botswana
South Africa
Their home country
None of these
Having a specific outcome in mind
Do
Don't
Riddle: It belongs to you, but other people use it more than you do. What is it?
Clue: N (a)
Discussing one on one
Do
Don't
Which of the following is not a benefit of constructive feedback?
Helps learner know where are the areas for improvement
Helps learner know any gaps in knowledge or perspective
Helps learner to set targets and be successful
Demotivates the learner
Which of the examples is effective?
You are a great person, therefore, you are a good employee.
These are the points I want to mention that prove your good performance this month.
What should learners do after receiving feedback?
move to the next goal
act upon the feedback
share the feedback with a peer
all of the above
What are some effective ways to describe negative points?
Wow, that sucked.
When you presented last month’s figures, I noticed that …
At several points during the presentation, I saw that you …
When I read your report, I didn’t quite understand …
What can you hold in your left hand, never in your right ?
Cellphone
Left Shoulder
Right elbow
WHY IS PROBLEM SOLVING IMPORTANT?
To help in decision making.
To develop practical and creative solutions.
Empowers you in your personal life and professional life
All the Above
To solve a problem which steps are most suitable?
Look for possible solutions - implementation - analyze the situation - make decision
Make decision- implement them - identify problem - analyze them - look for best solution
Identify the problem - analyze the situation - looking for possible solutions - make decision - Implementation.
Identify the problem - make decision - implement them - find a solution
Carol's father has three children: Snap, Crackle and ?
Pop
Coco
Crispy
None of these
The final step to solving a problem is:
Understand the problem
Investigate and research the problem.
Reflect and Review.
Develop a solution.
A Japanese ship was leaving the port and on its way to open sea. The captain went to go oil some parts of the ship and took his ring off so it wouldn’t get damaged. He left it on the table next to his bunk.
When he returned, it was missing. He had suspected three crew members could be guilty and asked them what they had been doing for the ten minutes that he had been gone.
The cook said, “I was in the kitchen preparing tonight’s dinner.”
The engineer said, “I was working in the engine room making sure everything was running smoothly.”
The seaman said, “I was on the mast correcting the flag because someone had attached it upside down by mistake.”
The captain immediately knew who it was. How?
Which of the following is an example of problem-solving skills training?
Reading a novel
Expanding your vocabulary
Working in a group simulation
Fixing a car
What is the goal of problem-solving skills training?
Learn a new language
Challenge yourself
Boost self-confidence
Develop strategies for problem-solving
Which of the following is necessary for developing problem-solving skills?
A strong support network
A deep level of understanding
Experience with complex equations
Time spent alone
What type of problem-solving skills training focuses on gaining new knowledge?
Problem-focused
Analytic-focused
Knowledge-focused
Solution-focused
How can problem-solving skills training help develop emotional intelligence?
It can help identify feelings
It can help with communication
It can help improve relationships
It can help with decision-making
What is one way to practice problem-solving skills training?
Practice critical thinking
Participate in group exercises
Write out different solutions
Use trial and error
Which of the following is an effective technique for problem-solving skills training?
Hypnosis
Vivid visualizations
Brainstorming
Daydreaming
Which of the following is NOT a benefit of problem-solving skills training?
Gaining knowledge of a new career
Increased self-awareness
Deepening your connections
Improving memory
Which type of training involves showing people how to identify, analyze, and solve problems?
Self-assessment training
Motivational training
Problem-solving skills training
Leadership training
What are some of the techniques used in problem-solving skills training?
Positive thinking
Hypnotism
Team building
Role playing
What are some of the benefits of problem-solving skills training?
Ability to handle conflict
Positive outlook
Improved decision-making
Confidence building
How can problem-solving skills training help you become a better leader?
It can help you to think outside the box
It can help develop better team-building skills
It can help with negotiation skills
It can help build clarity of thought
It is a tool used to improve the team and business performance by uncovering the root cause/s, helping you to find the solution, realize an opportunity and develop as a team.
Root Cause Problem Solving
Deming Cycle
Lean Production
Maturity Matrix
It provides a simple but effective approach for problem solving and managing change, ensuring that ideas are appropriately tested before committing to full implementation.
Continuous Improvement
PDCA Cycle
Fishbone Diagram
Pareto Chart
A team has completed understanding of the root causes of the problem(s). What phase of the PDCA process are they completing?
Check
Act
Plan
Do
Which is NOT a tool for Root Cause identification
Fishbone
Five Whys
Pareto Diagram
Reframing
Which is NOT true about the Pareto Principle?
80% of the problem is due to 20% of the causes
We focus on resolving the VITAL FEW
The bar chart presents data in ascending order
The line chart should end at 100%
What tool is used to prioritize causes and separates the vital few from the trivial many?
Affinity Diagram
Fishbone
Pareto Chart
Solution Selection Matrix
This is an effective tool in generating collective ideas in identifying potential root causes and possible solutions to the problem
Brainstorming
Pareto Chart
Analysis of Controls
Change Analysis
This RCA tool is used when there is unique, exclusive cause for a specific problem or issue
Change Analysis
Fishbone
Analysis of Controls
5 whys
If we find some problem or obstacles, we need to explore the context. Below are the reason why we need to explore the context, except..
Take an expansive viewpoint before narrowing in on the specific problem
Cause most problems arise because of inner confusion
Many problems arise cause we neglect to zoom out from the content of the problem
Examine the overall context of the situation
When you got some problem, what should you try to solve it for the first time?
Looking for the best solution
Identification the problem, 5W+H
Make an priority from the identification of problem
Walk away for a while till you find the way
Brainstorming is one of the techniques to solve the problem, what do you know about brainstorming?
Ask for 5 times what causes the problem, and try to solve it
Gathering information and stimulating creative thinking with discussion
The ability to think "outside the box"
Find the solution with walk away from the problem
When we got some problem, sometimes we need to walk away for a while. Why you need to do this?
Sometimes the best way to solve a problem is to stop trying to solve it, after we got the time, usually we will find the way.
Forget the problem, and don't think anything to solve it for a while.
Keep trying find any solution to solve the problem or matters
Just forget and walk away and going to the beach to fresh your mind.
After trying to solve the problem with divided into a small part , what is the next step for solve the problem?
Make an priority from the small part of the problem
Just solve it then
Looking for more information to find the solution
Ignore if any part that not give an impact for the problem
What kind of this activity which is called with "brainstorming"?
Looking at a situation or problem from a unique perspective
Ask for 5 times to your team what causes the problem, and try to solve it together
Have a meeting with your team, then gathering information for stimulating creative thinking to looking for the solution
Divide into a small part to find the best solution from your problem
As you know, we need to find the solution of the problem with "look at the other perspective", what kind of activity that show the following technique?
To stop trying to solve the problem will you get a new angle
Find from other side so you can approach the problem from a new angle
Seek wisdom with other team member
Exploring the context of the situation
You can do this to get creative
Regularly exercise your body and brain
Become a negative person
Overthinking
Why you need to write down your ideas?
To practice your listening skills
So that you can remember it
To make you feel good
What is the name of the problem solving model that you have learned yesterday?
The 5 Steps Problem Solving Model
The 6 Steps Problem Solving Model
The 7 Steps Problem Solving Model
The 1st step of the 6 steps problem solving model is
Diagnose
Evaluate
Select a solution
One of the mistakes of a brainstorming session
Capture everything
Encourage participation
Ask judging question
You should do this during the brainstorming session
Evaluate
Encourage participation
Force people to give ideas
You can use these tools when you want to determine the root cause (s) of a problem except
Fishbone diagram
Pareto analysis
Affinity diagram
Gantt chart
How Pareto Analysis works?
Helps analyze and prioritize the problems
It illustrates a schedule for planning and coordinating
Discover the implications of the problems
Objective of the Six Steps Problem Solving Model
A simple and reliable way to solve problem
A comprehensive and reliable way to solve problem
A detailed and reliable way to solve problem
What is design thinking?
An iterative process to understand users, challenge assumptions, redefine problems and create innovative solutions
An iterative process to understand organization or company, challenge standard operating procedures and reduce cost at all times
An iterative process to understand a product or service, to give the best features and benefits while maintaining high standard of quality
What is the meaning of Empathize, as the 1st stage in design thinking?
To research your users' needs and wants
To challenge assumptions and create ideas
To start to create solutions
Below are examples of how you can try your solutions except
Let users compare alternatives
Ask users to talk through their experience
Tell users in detail about the solutions
The absolute first step of problem solving is ...
to be sure you know the answer
to be sure you've got the right cause
to be sure you are you
to be sure you've read the question
What's the most common reason for getting the wrong cause?
A problem might not have a cause at all
Fixing the symptomps will be enough
A problem might be it's own cause
There can be a common cause for two problems so we think one problem is causing the other.
What is the best type of thinking when solving a problem?
Use the logical part of your brain first, then the creative part.
Generate lots of ideas and then choose the best one.
Tap your intuition by running with the first idea that you think of. It will be the best.
Think inside the box.
When brainstorming, you should adopt this practice for the results.
Collect all the ideas, including the bad ones.
Throw out the bad ideas as you go along.
Separate the ideas generation from the judging process.
Use the same people for the idea generation and for the judging.
What should an effective problem solver keep in mind when thinking about creativity?
There are just three effective ways to increase creativity.
Creativity can help you identify a problem but not solve it.
Creativity is fixed -- you either have it or you don't
Creativity can be increased via many different techniques.
A problem can be:
The answer
An obstacle
The solution
A difficulty
The first step in solving a problem is:
Develop a solution
Reflect and review
Understand the problem
Investigate and research the problem
The solution to a problem is the
Steps you take to define the problem.
Steps you take to solve the problem.
Steps you take to make the problem worst.
Who would you ask to help you solve a problem?
Someone who solved the problem before.
Someone who failed at solving the problem.
Someone who has never experienced the problem before.
The final step to solving a problem is:
Understand the problem
Investigate and research the problem.
Reflect and Review.
Develop a solution.
Understanding the problem means:
Figuring out the problem.
Checking to see if the problem worked.
Writing the steps to solve the problem.
Thinking of solutions.
Preparing to solve the problem might include brainstorming.
True
False
Problems can be:
short-term
medium-term
long-term
All three
To solve a problem you must first:
analyse the rpoblem
generate potential solutions
take action
define the problem
Leaders must:
seek to resolve the problem themselves
seek to resove the problem quickly
support those closest to problem to determine their own solutions
What is Management?
The act of getting people together to accomplish desired goals
solve problem
refer to the person or people who perform the act of management
non of the above
What is Planning?
do something important
Process of deciding in advance what is to be done, where, how and by whom it is to be done.
set a date
Primary management function because it establishes the basis for all the other functions that managers perform
Planning involves:
None of the below
establishing an overall strategy for achieving those goals
defining the organisation’s goals
developing a comprehensive set of plans to integrate and coordinate organisational work.
Planning involves ________ important element:
1
2
3
4
There are ___________ components for Mission Statement
6
7
8
9
Significance of Planning are:
Minimises uncertainty
Emphasis on objectives
Promotes coordination
Facilitates control
_____ defines how job tasks are formally divided, grouped, and coordinated.
Organizational structure
work speacialization
Departmentalization
Organizational behavior
Organizational structure has six key elements. Which of the following is not one of these elements?
departmentalization
work specialization
formalization
authority
Simple structures are flexible and inexpensive, but are often only effective in small organizations.
True
False
Which of the following is NOT one of the four basic organizational levels?
Top Management
Supervisors
Middle Managers
Lower Managers
A learning organization is the term given to a company that facilitates the learning of its members and continuously transforms itself.
True
False
Organization chart helps manager to verify the following aspects;
•Level of management
•Chains of command
•Positions and types of work performed
•Departmentalization or division of work
True
False
❖Organizing is a function by which the concern is [being] able to define the role positions, the jobs related and the coordination between authority and responsibility (Chester Barnard 1886 – 1961)
True
False
Directive Style (Patronize) :
Decision makers with an analytic style have much greater tolerance for ambiguity than do directive types.
People using the directive style have low tolerance for ambiguity and are rational in their way of thinking.
Individuals with a conceptual style tend to be very broad in their outlook and will look at many alternatives.
Decision makers with a behavioural style work well with others.
Analytic Style :
Decision makers with an analytic style have much greater tolerance for ambiguity than do directive types.
People using the directive style have low tolerance for ambiguity and are rational in their way of thinking.
Individuals with a conceptual style tend to be very broad in their outlook and will look at many alternatives.
Decision makers with a behavioural style work well with others.
Conceptual Style :
Decision makers with an analytic style have much greater tolerance for ambiguity than do directive types.
People using the directive style have low tolerance for ambiguity and are rational in their way of thinking.
Individuals with a conceptual style tend to be very broad in their outlook and will look at many alternatives.
Decision makers with a behavioural style work well with others.
Behavioural Style (Paternalistic) :
Decision makers with an analytic style have much greater tolerance for ambiguity than do directive types.
People using the directive style have low tolerance for ambiguity and are rational in their way of thinking.
Individuals with a conceptual style tend to be very broad in their outlook and will look at many alternatives.
Decision makers with a behavioural style work well with others.
What are the key steps in problem-solving?
Identifying the problem, generating ideas, and implementing the solution
Analyzing data, making a decision, and monitoring results
Identifying the problem, analyzing it, generating potential solutions, evaluating and selecting the best solution, implementing the solution, and monitoring and reviewing the results
Brainstorming, voting on the best idea, and taking action
Why is communication important in solving business problems?
It helps to assign blame for problems
It ensures everyone is on the same page and can contribute to finding solutions
It allows managers to give orders more effectively
It reduces the need for individual decision-making
What is the first step in solving a business problem?
Generating potential solutions
Analyzing the problem
Identifying the problem
Implementing the solution
What is a key benefit of effective communication during problem-solving?
It ensures only the leader's ideas are followed
It minimizes the need for teamwork
It helps in understanding different perspectives and collaborating effectively
It eliminates the need for feedback
What role does teamwork play in the process of solving business problems?
It is not necessary for effective problem-solving
It hinders the decision-making process
It allows for diverse perspectives and collective problem-solving
It limits the creativity of individuals
Why is it important to evaluate and review the results after implementing a solution to a business problem?
To assign credit to the team members
To ensure the problem is never revisited
To learn from the process and improve future problem-solving
To avoid acknowledging any mistakes made
Problem solving is an active resolution to a challenging situation.
True
False
The assertive customer often exaggerates the problem, so the customer-contact employee has to listen carefully and also read between the lines to gather all the facts
True
False
The whining customer needs to be heard and know that employees care.
True
False
Aggressive customers think their needs and demands are superior to everybody else’s.
True
False
The Disgusted customer is often in control.
True
False
The aggressive customer is self-focused instead of solution centered.
True
False
Always join an aggressive customer in a shouting match or try to match her aggression.
True
False
The whining customer will often repeat details of the complaints, over and over.
True
False
It’s not your responsibility to remain calm and ‘sane’ while the angry customer is still in a fit.
True
False
The Disappointed customer is both upset and in control at the same time.
True
False
A customer service provider should emphasize to their customers that their goal is to work with them as inefficiently as possible
True
False
A responsibility check is assessing a situation and determining if the customer knows that they are really at fault in the situation.
True
False
Respect is the ability to understand what someone is experiencing and to take action to assist in resolving the situation.
True
False
Showing anger to a customer is inappropriate.
True
False
Customers appreciate creativity in problem solving
True
False
Which of the following is NOT a word to use when dealing with customers?
yes
challenge
difficult
will
The ability to understand what someone is experiencing and to take action to assist in resolving the situation is referred to as
sympathy
niceness
empathy
cantankerousness
When a customer is unhappy with us for not providing them with outstanding customer service, it is helpful to conduct a silent _____________ to determine who is really responsible for the situation.
responsibility check
co-production analysis
review
rebuke
When communicating with angry customers, it is most effective to
yell louder than they yell
pass them off to a co-worker
roll our eyes
ask them to explain their situation and attempt to find effective solutions
To give someone special recognition or special regard is defined as:
impatience
empathy
respect
niceness
Empathy is productive and active. It focuses on:
feeling sad for someone
giving the customer something that might make them feel better.
problem solving
letting them know that you have had hard times to.
