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Problem Solving Activity Worksheet

This document outlines a problem-solving activity involving role-playing workplace scenarios. There are three categories of scenarios: customer service, working with challenging personalities, and advocating for oneself respectfully. Students will be divided into groups to discuss solutions for one scenario from each category and role-play their solution for the class. Sample scenarios include a customer demanding medication without a prescription from a pharmacy technician and an employee requesting a weekend off that another employee wants. Forms are provided for groups to write down their discussed solutions and prevention strategies, as well as the workplace skills needed to succeed.

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Andrea Santo
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233 views

Problem Solving Activity Worksheet

This document outlines a problem-solving activity involving role-playing workplace scenarios. There are three categories of scenarios: customer service, working with challenging personalities, and advocating for oneself respectfully. Students will be divided into groups to discuss solutions for one scenario from each category and role-play their solution for the class. Sample scenarios include a customer demanding medication without a prescription from a pharmacy technician and an employee requesting a weekend off that another employee wants. Forms are provided for groups to write down their discussed solutions and prevention strategies, as well as the workplace skills needed to succeed.

Uploaded by

Andrea Santo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Problem-Solving Activity Cards

These cards are examples of scenarios that could occur in the workplace. There are two scenarios for
three themes: customer service, working with challenging personalities, and advocating for oneself in a
respectful manner. Choose at least one from each category for the group activity. Remember that each
group should have 3-4 students. Have students discuss a solution and prepare to role-play their scenario
and solution for the class.

Customer Service

You are a pharmacy technician. A customer has the flu and would like a prescription for Tamiflu. She is
angry that you are not filling her prescription. Unfortunately, the customer has not seen a doctor and
does not have the prescription needed to receive the medicine. How do you explain to this customer
that you cannot fill her prescription?

You are a chef at a trendy new café in Austin, Texas. A customer who cannot have gluten is asking the
waiter for a specific dish that you do not have the ingredients to make. How do you approach the
customer to find a solution?

Working with Challenging Personalities

Your friend was able to get you a job at the local hospital. You were really excited to work with him, but
he has a different personality at work. Your friend does not do his job, makes excuses, and blames
others for his mistakes. You are starting to feel uncomfortable because your co-workers keep asking if
you can help them come up with ideas to help him change. What do you do?

Your department has a new manager and she has different expectations from your previous manager.
The problem? She does not tell you her expectations until after you have not met them. How do you
learn what your new manager’s expectations are?

Advocating for Oneself in a Respectful Manner

You work in a sales department for a local sporting goods chain. You are working on a group project: a
presentation to upper management showcasing how your team increased sales of college-themed
merchandise in the Austin area. One member of your group does not want to help with the project. She
simply says “you can just put my name on the presentation and tell me what to say.” Explain your
response, and explain why this response would be effective.

You have recently been promoted to supervisor. One employee has requested the weekend off to spend
time with her family in Corpus Christi. Another employee is asking her to switch shifts so he can go to a
Spurs game. She explained that she has taken time off to spend with family, but her co-worker is really
disappointed. What do you say to these employees?
Problem Solving Group Activity Form

Names of group members: ____________________________________________________________

1) What would you do in this situation? (If you cannot agree, you can have more than one
suggestion)

2) How could you prevent this situation from occurring in the future? (If you cannot agree, you can
have more than one suggestion)

3) What workplace skills and behaviors are needed to succeed in this work environment?
Problem-Solving Assignment
After participating in the Problem-Solving Activity, begin to think of how this applies to “real
world” situations. Over the next week, record 3 problems that have been resolved at work or
school. These may be shared with peers, so make sure this is information is school
appropriate and you are comfortable sharing. Change the names of people recorded below.

Real World Problem Number 1:


What happened?

How was this problem resolved?

What problem solving skills used are transferable to work or school?

Real World Problem Number 2:


What happened?

How was this problem resolved?

What problem solving skills used are transferable to work or school?

Real World Problem Number 3:


What happened?

How was this problem resolved?

What problem solving skills used are transferable to work or school?

Reflection:
How has this assignment, as well as the Problem Solving Activity in class prepared you for the
workplace?

What career do you plan on pursuing after college?

What workplace skills and behaviors does that job require?

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