2. Introduction to Consumer Relations HANDLING AND SOLVING CONSUMER PROBLEMS

3.  Analytical Ability  Lateral Thinking  Initiative  Logical Reasoning  Persistence SKILLS NECESSARY FOR PROBLEM SOLVING

4.  Ability to visualize, articulate, conceptualize, or solve both complex and uncomplicated problems..  Applying logical thinking  Designing and testing solutions  Formulating plans ANALYTICAL ABILITY

5.  Ability to think creatively or outside of the box.  Looking from unexpected perspectives  Discard the obvious  Leave behind traditional modes of thought  Throw away preconceptions LATERAL THINKING

6.  Become a leader  Take responsibility for yourself  Display a “can do” attitude  Take ownership of problems  Introduce improvements  Learn new skills INITIATIVE

7.  Process of using a rational, systematic series of steps based on given statements to arrive at a conclusion. 1.Clarify nature of the problem 2.Collect and summarize all information 3.Use creativity for solutions 4.Produce a list of best options 5.Make a decision 6.Implement the decision 7.Evaluate LOGICAL REASONING

8.  Be determined to solve the situation.  Show interest in solving the problem.  Do not give up! PERSISTENCE

9.  Be aware of:  Tone of voice  Facial expression  Hand gestures  Response to conflict DISCUSS: Recall a conflict you have experienced. What was the tone of voice used in the resolution? How do you think the tone of voice affected the outcome of the situation? WHEN SOLVING PROBLEMS…

10.  Functional Fixedness  Irrelevant or Misleading Information  Assumptions  Mental Set BARRIERS TO PROBLEM SOLVING

11.  The tendency to view problems only in their customary manner.  Prevents people from seeing all of the options to the solution. FUNCTIONAL FIXEDNESS

12.  Must distinguish between relevant and irrelevant information.  Irrelevant data can lead to faulty solutions.  Do not be mislead by information that is not relevant to the situation.  Assumptions usually deal with constraints and obstacles that prevent solutions. IRRELEVANT OR MISLEADING INFORMATION AND ASSUMPTIONS

13.  Using what has worked in the past.  Not looking for alternative ideas.  Can lead to inflexibility. MENTAL SET

14. Why are problem solving skills so necessary when dealing with customers? DISCUSSION