10/4/2015 Makin’ It Work Lesson 6: Defining Problems Module III: Solving Problems Logically © 2008 by Steve Parese, Ed.D. Transitioning from Corrections to Community and the World of Work

10/4/2015 Words of Wisdom “You can’t fix the problem if you don’t know what’s wrong.” What do you get out of this? How does it apply to you?

10/4/ Read story about Anna 2. Frame our own problem statements 3. Frame reverse problem statements from the other point of view 4. Review & MiniQuiz Today’s Lesson Today’s lesson will teach us how to identify the real problem from BOTH perspectives when we’re facing a tough work-related situation.

10/4/ Problem Solving Steps 5. Choose 5. Choose & Act 4. Choices & 4. Choices & Consequences Consequences 3. Identify 3. Identify Goal Goal 2. Define 2. Define Problem

10/4/2015 Problem Solving is like using a road map when you’re lost in unfamiliar country. Step 1: Stop & Think. Pull over and consult the map. Step 2: Define Problem. Figure out where you are NOW. Step 3: Identify Goal. Figure out where you WANT to be. Step 4: Consider Choices & Consequences. Weigh the pros and cons of all possible routes. Step 5: Choose & Act. Choose the best route to reach your goal. Get back on the road.

10/4/2015 Problem Solving is like using a road map when you’re lost in unfamiliar country. Step 2: Define Problem. Figure out where you are NOW. Today’s lesson focuses on

10/4/2015 Anna’s Story 1 Let’s read along on page 35. “Anna had a fairly normal life before she got mixed up with meth…” Questions after reading: 1.What Thinking Traps can you see Anna falling into? 2.What do you think about the advice her friends are giving her?

10/4/2015 About Problem Statements Instead of just complaining, good problem solvers learn to frame problem statements that focus on what is really wrong. Using simple problem statements helps us stay professional when things are feeling very personal.

10/4/ Defining Problem 2. Defining ….. Problem Framing Good Problem Statements Start with I and tell how you feel Explain the situation (just the facts) “I feel ___________ because _____________________.” “I am ___________ about _______________________.”EMOTION SITUATION

10/4/2015 Damon’s Problem Statement Situation: Damon came in 15 minutes late one morning. His supervisor tried to pull him aside, but Damon played it off and acted like it was no big deal. His boss ended up yelling at him in front of his co- workers. DAMON’S PROBLEM STATEMENT: “I'm upset about the boss calling me out in front of my friends when I was only 15 minutes late.” Why is this a GOOD statement?

10/4/2015 Problem Statement Examples Situation #1: Your kids have the day off from school. You’ve left them at home with your teenage sister. They’ve called you 6 times this morning complaining that they’re bored. Complete the examples on page 36 Write a Problem Statement: “I am ________________ about ________________________.” EMOTION FACTUAL SITUATION “My kids are constantly calling me! How many times do I have to tell them I can’t take personal calls at work? Why can’t they just watch TV? If they call again, I’m going to get in trouble, I just know it!”

10/4/2015 Problem Statement Examples Situation #1: Your kids have the day off from school. You’ve left them at home with your teenage sister. They’ve called you 6 times this morning complaining that they’re bored. Complete the examples on page 36 Good Problem Statements: ”I am worried about getting in trouble if my kids call me again today.” "I feel aggravated because my sister isn't keeping better control of my kids."

10/4/2015 Problem Statement Examples Situation #2: You’re stocking shelves at a SuperCenter when an old friend walks in. The two of you spend 15 minutes laughing about old times, and get some angry looks from your coworker. Later, he reports you to the supervisor, who just tells you not to let it happen again. Complete the examples on page 36 Write a Problem Statement: “I am ________________ about ________________________.” EMOTION FACTUAL SITUATION “What is this? The third grade? If he has a problem with something I did, why didn’t he come to me about it instead of reporting me? That chicken s--- will be lucky if I don’t smack him!”

10/4/2015 Problem Statement Examples Situation #2: You’re stocking shelves at a SuperCenter when an old friend walks in. The two of you spend 15 minutes laughing about old times, and get some angry looks from your coworker. Later, he reports you to the supervisor, who just tells you not to let it happen again. Complete the examples on page 36 Good Problem Statements: "I feel ticked off because my coworker reported me to the supervisor instead of coming straight to me.” ”I am worried about my coworker snitching on me every time I do something wrong.”

10/4/ Defining Problem 2. Defining ….. Problem Framing Reverse Problem Statements Put yourself in the other person’s shoes. Try to imagine how s/he would feel and why. “I guess s/he is ___________ about ________________.” “Maybe s/he feels _______ because _______________.” EMOTIONSITUATION

10/4/2015 Damon’s Reverse Problem Statement Situation: Damon came in 15 minutes late one morning. His supervisor tried to pull him aside, but Damon played it off and acted like it was no big deal. His boss ended up yelling at him in front of his co- workers. REVERSE PROBLEM STATEMENT: “I guess my supervisor was upset because I kind of played it off when he tried to talk to me about being late.”

10/4/2015 Reverse Problem Statement Examples Situation #1: Your kids have the day off from school. They’ve called you 6 times this morning complaining that they’re bored. Complete the examples on page 37 Reverse Problem Statement: “I guess my kids are ____________ because _________________.” EMOTION FACTUAL SITUATION Write a Reverse Problem Statement, considering the situation from your children’s (or sister’s) point of view.

10/4/2015 Reverse Problem Statement Examples Situation #1: Your kids have the day off from school. They’ve called you 6 times this morning complaining that they’re bored. Complete the examples on page 37 Good Reverse Problem Statements: ”I guess my kids are bored because they've got the day off school and nothing to do.” "Maybe my teenage sister is overwhelmed trying to keep control of my kids."

10/4/2015 Reverse Problem Statement Examples Situation #2: You’re stocking shelves when an old friend walks in. The two of you spend 15 minutes laughing, drawing angry looks from your coworker. Complete the examples on page 37 Reverse Problem Statement: “Maybe my coworker is __________ about ___________________.” EMOTION FACTUAL SITUATION Write a Reverse Problem Statement, considering the situation from your coworker’s point of view.

10/4/2015 Reverse Problem Statement Examples Situation #2: You’re stocking shelves when an old friend walks in. The two of you spend 15 minutes laughing, drawing angry looks from your coworker. Complete the examples on page 37 Good Reverse Problem Statements: "Maybe my coworker was upset about having to do more than his fair share of the work.” ”I guess my coworker is nervous about what I might do if he came straight to me."

10/4/2015 Anna’s Problem Statement Anna was talking with the other women at Hope House, getting ready for a job interview the next day. Recall what she was feeling, and why. What is a good problem statement for her? ANNA’S PROBLEM STATEMENT: “I am __________about _______________.” a. "I am confused about how to handle questions about my past in tomorrow's job interview." b. "I am worried I won't get Jenna back if I don't get a job right away." c. "I am scared because I'm feeling the urge to use again."

10/4/2015 Group Activity What about YOUR Problem Statement? Think about a hot spot situation at work. Write a brief description on page 37. We will work together as a group to create good Problem Statements for your situations.

10/4/2015 KEY POINT #1 KEY POINT #1 Identifying the real issue with a problem statement keeps us focused on resolving things, instead of just complaining.

10/4/2015 KEY POINT #2 KEY POINT #2 It is often easier to solve a workplace problem when we can see both points of view... even if we disagree.

10/4/2015 MiniQuiz #6 Let’s complete the MiniQuiz in the workbook and review it as a group. √

10/4/2015 Today’s Words of Wisdom: “You can’t fix the problem if you don’t know what’s wrong.” How does this fit in with our lesson? What is ONE THING you learned in this class that you will remember after leaving?