Chapter 11

Problem Solving

ObjectivesExplain the four stages of problem

solving

Describe the red / green modes of problem solving

Identify the different roles a facilitator or manager plays during the problem-solving process

11 -1Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

…Objectives

Learn how to facilitate a problem-solving meeting

Explain Six Sigma and Appreciative Inquiry

11 -2Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

From solely managerial problem solving

Managerial and team problem solving

Historical Shift

Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

11 -3

to

Problem-Solving DialecticsGreen/Red Modes

• Convergence

• “Doubting”

• Contraction

• Divergence

• “Believing”

• Expansion

Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

11 -4

Stages in Kolb’s Problem-Solving Model

Implementation Analysis

Situation Analysis

11 -5Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

Solution Analysis

Problem Analysis

11 -6

Characteristics of Problem Solving

Not a logical, linear processAlternating wavelike expansions and

contractionsOutward movement => gather and

consider alternatives, information, and ideas

Inward movement => focus, evaluate and decide

Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

ValuingInformationGathering

IdeaGetting

Participation

Priority Setting

Problem Definition

Decision Making

Planning

Problem as Given

Problem Chosen

Problem Defined

Solution Chosen

Solution Implemented

Manager

Leader Detective Inventor Coordinator

Expansion Green Mode

Mind-set

Contraction Red Mode

Mind-set

Solution Analysis

Problem Analysis

Situation Analysis

Implementation Analysis

Kolb’s Problem-Solving Model

11 -7Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

Effective Problem Solving

Requires balanced attention to each of the four stages and

equal emphasis on and mind-sets

11 -8Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

Structured Vs. Unstructured Problems

Structured problems are repetitive and routine, and definite procedures are developed for dealing with them

Unstructured problems are novel and not covered by ready-made procedures because they occur infrequently

Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner 11 -9

Brainstorming - Defined

Brainstorming is the generation of as wide a

range of potential solutions as possible

11 -10Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

Six Sigma - Defined

Six Sigma is a problem-solving approach

that utilizes statistical methods to remove

obstacles and create processes that lead to

high-quality products and processes

11 -11Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

DMAIC – Basic Six Sigma Formula

11 -12

Define

Measure

Improve

Control

Analyze

Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

Appreciative Inquiry - Defined

Appreciative inquiry is the study and

exploration of what gives life to human

systems when they function at their best

Rather than seeking to fix problem

deficits, AI focuses on what’s already

positive and strengthens it

11 -13Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

Appreciative Inquiry 4D Cycle

Design Destiny

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Discover

Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner

Dream

Cultural Differences and Problem Solving

Cultures vary in the way they define problems, gather information, and solve problems

These dimensions impact problem solving: Locus of control Individualism vs. Collectivism High vs. Low Context Orientation towards time

11 -15Organizational Behavior: An Experiential Approach 8/EJoyce S. Osland, David A. Kolb, Irwin M. Rubin and Marlene E. Turner