Deck 3: Problem Solving

Question 1

Which of the following is not a good technique to implement when encountering conflict?

A)Listen to the other viewpoints that are being presented.
B)Do not repress your anger, instead use it productively.
C)Focus on finding the best solution to the conflict.
D)Tell off your customer and end the conversation satisfied that you had the last word.

Answer 1

D

Question 2

How important is follow-up to the solution of a problem?

Answer 2

Follow-up is checking back to determine whether or a situation is operating according to the initial plan Without adequate follow-up, the process of negotiation can be a waste of time Follow-up is the positive conclusion to most customer interactions

Question 3

Select a problem or decision to be made and create a mind map to explore possible solutions.

Answer 3

Create your own mind map

Question 4

How can brainstorming provide the opportunity for creative problem solving?

Question 5

Why is it helpful for organizations to train their employees in possible approaches to problem solving?

Question 6

Explain the problem-solving model, and the seven steps to determining and implementing a solution.

Question 7

How can the use of creativity in problem solving more effectively address unique situations?

Question 8

A positive way to view problems is to think of them as opportunities.How can this approach reduce the temptation to respond defensively to customer's problems or frustrations?

Question 9

A problem solving strategy in which a sheet of paper with a center line is used to illustrate the argument for and against a possible solution is commonly called a/an:

A)organizational chart.
B)brainstorming exercise.
C)pro/con sheet.
D)flow chart.

Question 10

Why is an understanding of your company's policies important when negotiating a solution to a challenge?

Question 11

A commonly used method of illustrating the hierarchy of a company is through the use of .

A)flow charts
B)organizational charts
C)annual reports
D)family tree

Question 12

An active resolution to a challenging situation is referred to as:

A)creativity.
B)problem solving.
C)apologizing.
D)conflict management.

Question 13

A hostile encounter that occurs as a result of opposing needs, wishes, or ideas is called:

A)problem solving.
B)negotiation.
C)a difficult situation.
D)conflict.

Question 14

Why is a simplistic approach to problem solving, like the use of pro/con sheets, frequently the most productive?