Solving and Addressing

General Workplace
Problems
SESSIONS AND ACTIVITIES
SESSION 1: Identify Routine Problems
Activity 1: Introductory Activity & Pre-Module Learner’s Reflection
Activity 2: Describing a Routine Procedural Problem
Activity 3: Investigating and Documenting Problem Areas
SESSION 2: Look for Solutions to Routine Problems
Activity 4: Identifying Potential Solutions
Activity 5: Developing and Presenting Recommendations
SESSION 3: Recommend Solutions to Problems
Activity 6: Planning and Implementing Solutions
Activity 7: Evaluating Implemented Solutions
Activity 8: Documenting Problems and Solutions
SESSION 4: Review and Assessment
Activity 9: Post-Module Learner’s Reflection
Activity 10: End-of-Module Assessment
2
SESSION 1: Identify Routine Problems
Performance Criteria:

1.1 Routine problems or procedural problem areas are identified

1.2 Problems to be investigated are defined and determined

1.3 Current conditions of the problem are identified and documented

3
 Key Topics and Learning Points
1. Routine or procedural problems
2. Definition of “documentation”
3. How to document a routine or procedural problem

4
▷ Routine problems are common in the workplace and often are
about the best procedures to follow. They are problems or
challenges that have a straightforward answer.
▷ Define the Problem and start to identify the root cause by
identifying the gap between the current situation and the ideal
situation once the problem is resolved.
▷ A Problem Statement outlines the details of the situation and
describes the who, what, where, when, why and how.
▷ Documentation is a written description of a procedure or situation.
Documentation serves as a written record of what should happen
or what did happen.

5
Activity 1: Introductory Activity & Pre-
Module Learner’s Reflection
Objectives:

▷ Review the main concepts of the previous module

6
7
Activity 2: Describing a Routine Procedural Problem
Objectives:

 Define what a problem is in the context of a workplace/industry.

8
Routine and Procedural Problems
▷ A routine problem is something which
has a straightforward and usually simple
solution.
▷ Routine or procedural problems are very
common in workplaces or in industries.

9
Key Facts 3.1: Defining a Problem and
Developing a Problem Statement
1. Describe the problem, as you currently understand it.
2. Describe the ideal situation when the problem is resolved
3. List what you already know and don’t know about the problem.
Where can you find out more?
4. What are the gaps between the reality and ideal situation?
5. Discuss the problem with your co-workers and brainstorm
ideas.
6. Try to see the problem from the perspective of the people
involved and affected.

10
Writing a Problem Statement
▷ A problem statement outlines the details
of the situation. A clearly described
problem statement will help you to focus
on the issue at hand and to solve the
correct problem for the situation.

11
Let’s Exercise: Writing Problem Statements

12
Scenario 1

Scenario 2

13
14
15
Activity 3: Investigating and Documenting Problem
Areas
Objectives:
 Refer to written guidance and investigate problem
areas
 Document a problem using written descriptions and
visuals

16
Key Facts 3.2: What is Written Documentation?
▷ Documentation is a ▷ It comes in many forms:
written description of a ○ An instructional manual, help
procedure or situation. guide, quick reference guide
▷ Documentation serves as (online or on paper)
a written record of what ○ Guidelines
should happen or what did ○ A policy or rule
happen. ○ A written memo or briefing
notes
○ Email
○ A written report or evaluation
report
17
▷ In this activity, you will use written documentation in two ways –
two learn more about how something should be done correctly,
and to document the situation.

18
New procedural problem
▷ You are working at a well known farm-to-table
restaurant. They have all new hires spend time in all
aspects of the operation – farm, kitchen, restaurant –
in order to have a full appreciation of the life cycle of
the food. One important component is compost. What
is compost you ask? Compost is decayed organic
matter, like plants and food scraps, that is used as
fertilizer.

19
7 Easy Steps to Composting
1. Choose Your Type of Backyard Compost Bin.
2. Choose Your Composter Location.
3. Alternate Layers.
4. Add Kitchen and Yard Waste as They Accumulate.
5. Continue to Add Layers Until Your Bin is Full.
6. Maintain Your Compost Bin.
7. Harvest Your Compost.

20
Analyzing contributing factors:
▷ To solve a problem, you must find out what
caused it. You need to gather and evaluate
data, isolate possible contributing issues, and
pinpoint what needs to be fixed. Referring to
written instructions will help you in this
process.

21
Now explore the possible causes of the problem, and
the effects of each.

22
Let’s Exercise: Documenting a Workplace
Problem
▷ After analyzing the problem with the compost,
you want to share what you have discovered with
primary farm manager. He will be returning in a
week but you know the problem should be
addressed before you return to the restaurant in
two days.

23
Let’s Apply – Mini-Project 2: Understanding and
Documenting a Real Workplace Problem
▷ You will visit another community workplace
and do an observation and interview to help
you understand and document a routine
procedural problem.

24
 What to do before the visit:
▷ Approach the business, ▷ This person does not
introduce yourself, need to be a
describe the course you supervisor. They can
are in and your be in a role such as
assignment technician or customer
▷ Ask if there is one person service.
you can follow and ▷ You will be there for
interview about one hour

25
 What to do during the visit:
▷ First get to know the ▷ Next, ask about common
employee through a routine/procedural problems
discussion. Use the form as he/she has encountered as
a guide. Start by he/she completes these tasks.
understanding his/her tasks.

26
▷ Agree upon one problem that you will explore further and
observe.
▷ Conduct observations of the workplace. Try to understand the
problem better.
▷ Ask permission to take pictures.

27
What to do after the visit:
▷ Send a thank you to the person who
assisted you.
▷ After which, craft a written report
documenting what the problem is all
about.
▷ Include pictures.
▷ Share the documentation with the
person who assisted you.

28
Part 2: Routine Tasks and Procedural Problems
▷ With your interviewee, discuss their routine tasks
and problems they have encountered while
completing them. Find out if there are written
procedures outlining how to implement these tasks.

29
30
31
SESSION 2: Look for Solutions To Routine
Problems
Performance Criteria:
▷ 2.1 Potential solutions to problem are identified
▷ 2.2 Recommendations about possible solutions are
developed, documented, ranked, and presented to
appropriate person for decision

32
Key Topics and Learning Points
1. Identifying root causes of problems
2. Finding solutions that address the root cause
3. Analyzing Potential Solutions
4. Determining who makes the final decision
5. Develop and present recommendations

33
Activity 4: Identifying Potential Solutions
Objectives:
 Identify and analyze potential solutions to routine
problems
 Rank possible solutions
 Select the best possible solution

34
35
Key Facts 3.3: Identifying Potential Solutions
▷ What is a solution? A solution addresses your
problem. It may address the root cause of the
problem (fixing the broken USB port hardware) or
be a workaround that still allows you to complete
your task without immediately solving the problem.

36
37
Scenario 1
▷ Jimmy is a hair dresser and is about
to make some hair dye for a customer.
Jimmy asks for some gloves to wear
since the chemicals can cause mild
irritation if mishandled. Jimmy is told
that they do not have any gloves and
not to bother since wearing gloves
slows down the mixing process and
customer service is more important
than minor safety issues. What should
Jimmy do?
38
39
Activity 5: Developing and Presenting
Recommendations
Objectives:

 Determine when you can make a decision and when you

 Develop and present recommendations

40
Key Facts 3.4: Recommendations and Decision
Making
▷ Determining Who Makes the Decision
Sometimes you will not be the person to
make the final decision. The decision maker may
be a customer, a supervisor, or a colleague.

41
 SESSION 3: Recommend Solutions to Problems
Performance Criteria: Key Topics and Learning Points
▷ 3.1 Implementation of 1. Action plans (NC I Recap)
solutions are planned 2. Planning to Implement Your Solution
▷ 3.2 Evaluation of 3. Constructing a plan of action
implemented solutions are 4. Steps in evaluating implemented
planned solutions
▷ 3.3 Recommended solutions 5. Benefits of documenting
are documented and results/solutions
submitted to appropriate
6. Importance of documenting problems
person for confirmation
and solutions in writing
7. Common forms of documentation 42
 Activity 6: Planning and Implementing
Solutions
Objectives: ▷ Reflect on your past
 Plan how you will implement experiences at home, in
the solution school, or in the workplace.
 Implement the solution Share an experience where
you had to solve a problem.

43
44
Activity 7: Evaluating Implemented
Solutions
Objectives:

 Outline the steps to evaluate your solution

45
▷ You will evaluate if your solution worked.
▷ Evaluating solutions and situations is innate
in us human beings. We base our judgment,
evaluation, and recommendations on our
own value system, understanding of the
problem, situation or goal, and past
experiences.

46
Factors to consider when evaluating an implemented
solution
▷ Feasibility of the solution ▷ End-product or end-result
▷ Complexity of the problem ▷ Effectiveness of the solution
▷ Efficiency of steps ▷ Time for the solution to take
effect
▷ Amount of resources
used ▷ Simplicity of the solution
▷ Availability of resources ▷ Creativity and Innovativeness
▷ Cost

47
Activity 8: Documenting Problems and
Solutions
Objectives: ▷ For this activity, you will
 Appreciate the relevance of practice writing a plan for
documenting the solutions addressing a problem and
or results measuring success.
 Demonstrate how to make
a document reflecting
solutions or results

48
Common Forms Documentation of Problems and
Solutions
▷ Email:
▷ Briefing Notes
▷ Written Report
▷ Evaluation Report

49
50
SESSION 4: Review and
Assessment

51
Activity 10: End-of-Module
Assessment

52