101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 54. It’s All in How You Look at It: Problem Interpretation

Goal

To explore how the articulation and interpretation of a problem affect the solution. The participants will develop solutions to two problems, the first stated in slightly varying terms and the second stated in exact terms.

Time Required

Approximately 30 to 45 minutes

Group Size

Five subgroups of three to five persons each

Materials

• Ten index cards and a felt-tipped pen to create problem cards (see Process section)

• One sheet of paper and a pencil for each person

Process

1. Prior to the session, prepare two sets of index cards as directed below.

   Set A: Create one card for each statement (or create an alternate version, writing each problem in five different ways by changing only one word each time):

   • Design a waterproof container.

   • Design a watertight container.

   • Design a water-resistant container.

   • Design a leakproof container.

   • Design a water-repellant container.

   Set B: Create five separate cards with the following statement on each: Design a flotation device.

2. At the session, explain that the participants will be working together in groups to practice their problem-solving skills.

3. Form subgroups of three to five persons each. Using the Set A cards, distribute one index card to each subgroup. Provide each participant with paper and a pencil ...