1. Create Your Model In 8 groups: Using your personal experience…. create a model of what a problem solving process looks like (10 mins)

2. An example - LEAN 6 step problem solving process Step 1: Identify The Problem Step 2: Analyze The Problem – collect data – revise Step 1 Step 3: Develop The Solutions and select best one Step 4: Implement A Solution – trial first Step 5: Evaluate The Results – didn’t work – go back to stage 1 Step 6: Standardize The Solution – build on it

3. Try it out You are the general manager. You have employed an office manager (Jenny) who has a team of 8 office staff. The job requirement is 2 years supervising office staff and a degree in business or management. Jenny was awaiting her degree result when she came for interview so it was agreed she would start in September with the condition she passed her degree. She started and her qualifications were not checked. Her performance has been excellent and you are pleased with her progress. However, you have just found out she had failed her degree and didn’t say as she wanted the job. Use you problem solving model to help you decide what to do (5 mins)

4. A problem caused by the recession You are a manager who runs a leadership residential conference and training facility. Since the recession 50% of your clients have not rebooked the facility despite them being very satisfied with your provision/service. You need all the staff to pull together to get in new contracts or you will have to make half of them redundant. They are not sales staff. Use your problem solving model to help you decide what to do.

5. What limitations does a problem solving model have for this sort of problem?

6. Another problem….. Your printing business is suffering in the recession. You have 10 salespeople but only 2 of them bring in a high number of sales – they are the exception. How can you get the other 8 to work at this level – with no money to incentivise them? Let’s try another method……..

7. Appreciative Inquiry (Cooperrider) Changing the focus to ‘what is going right?’ ‘how are we getting the good results we want more of?’ Find out what the dream is and inspiring and energising people to enjoy the challenge of building the dream. Discover – the best of what is happening Dream – the best that we can be Design – to support that best Destiny – create the destiny – make it happen

8. discover the positives that have been happening What has been successful What excitement, or new energy, has been experienced? What new learning has happened? Any impacts into any unexpected areas?

9. gaining insight into the dream for the future What are the highest hopes What is the fullest potential What does success look like?

10. What could form a supportive design for the future What systems and structures support the areas that are positive? What new learning will support progress? What thinking best supports?

11. How can a positive destiny be created What individual action, goals and commitment is needed? What collective action, goals and commitment is needed? What would ensure continued learning? How can positive influences be assured?

12. Does it work in organisations? I am working with 5 organisations within the National Health Service. They want to develop a coaching culture. How do you work on that when one part of the organisation has just been told to save 17 million? The others similar amounts. I use appreciative inquiry – it seems to be working…….people are dreaming and making the dreams come true

13. Creating Questions for AI You will be asking two companies about their future – recovering from the recession. Travel Agent International Bank What sort of questions could you ask……? Prepare draft questions based on the 4 Ds – you will have chance to revisit these in the mindmapping session.