HOSP 1410 Chapter 3 PP LL (1)

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3 Class Name Instructor Name Date, Semester Problem Solving Customer Service: A Practical Approach sixth edition Elaine Harris Instructor: Linda Lie , BHM, PID
Problems as Opportunities • Criticism provides a opportunity to obtain information. • A customer complaint is really a request for action. Problem Solving: An active resolution to a challenging problem.
Creative Problem Solving • Through an open approach to finding solutions, an appropriate and innovative result may be discovered. • Share your creativity offering suggestions to customers and to management about innovative ways of solving challenges.
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Problem Solving Model (figure 3.1) 1.Identify the problem. 2.Understand the problem’ s unique characteristics and the possible outcomes. 3.Define the requirements of a possible solution considering the company policies currently in place.
Problem Solving Model (figure 3.1) 4. Identify possible solutions. 5 . Select the best solution. 6. Implement the solution, informing the customer of the details and how the customer will be affected. 7. Observe and evaluate the solution’ s impact.
Problem Solving Strategies Brainstorming: a problem solving strategy that can be used by groups of two or more. Diagramming: a strategy for problem solving that provides a visual representation of the problem and the facts related to it.
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Methods of Diagramming Pro/con sheets: a simple approach to diagramming a problem that involves recording the arguments for and against a solution. (figure 3.2)
Flowcharts Flowcharts: a diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring. (figure 3.3)
Organizational Charts Organizational charts: a method of illustrating the hierarchy of a company by illustrating who reports to whom. (figure 3.4)
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Mind Mapping Mind mapping: a creative approach to diagramming a problem in which a problem is recorded on paper and possible solutions branch out from the original problem. (figure 3.5)
Conflict A hostile encounter that occurs as a result of opposing needs, wishes, or ideas. Management
Conflict • Inevitable • Everywhere • Part of life • Can be good or bad • No one best style
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Causes of Conflict
Rate Yourself How would you rate your own comfort level with conflict? Very comfortable Very uncomfortable 1 2 3 4 5 6 7 8 9
Group Activity • Groups of 5 • Using one of the problem solving strategies, identify: - the negative costs of conflict - the benefits of conflict • Present to class • Submit to class file, include on sheet: - Set _____ - Group names - Date
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Costs of Excessive Conflict Low engagement Dysfunction Hostility Fear Sabotage Bullyin g Tension Low creativity Animosity Low productivity Tension High Turnover $$$ Low trust Power trip Hate my job!
Benefits of Positive Conflict Creativity Collaboration Diversity High productivity Cohesiveness Respect Fu n! Commitment Energy High trust High engagement Leadership $$$ Innovation Cooperation
Styles for Managing Conflict Styles for Managing Conflict COOPERATIVENESS ASSERTIVENESS Compromising Compromising Competing Competing Avoiding Avoiding Collaborating Collaborating Accommodating Accommodating Unassertive Assertive Uncooperative Cooperative
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Team Project Groups • In your groups, discuss your personal conflict management style and how that can potentially help or hinder work progress. • Identify what and how you as a groups will manage conflicts as you work together.
Tips for Handling Conflict • Do not bring up old problems from the past or assign blame. • Listen to the other viewpoints that are being presented. • Use tact as you respond to others.
Tips for Handling Conflict • Do not repress your own anger; instead, use it productively. • Take advantage of the opportunity to share other related concerns in a positive manner. • Focus on finding the best solution to the conflict.
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Negotiation The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial.
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Developing Negotiation Skills • Know your customer. • Ask questions and listen to the spoken and unspoken messages. • Know the policies of your organization and in which areas flexibility is allowed. • Demonstrate the willingness to be flexible.
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Developing Negotiation Skills • Learn to handle your anger and your customer’ s anger appropriately. • Consider what the customer may lose in the negotiation process. • Determine mutually beneficial solutions to challenging problems and situations.
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When Apologizing to Customers 1. Acknowledge customers’ feelings. 2. Express to the customer that you share the responsibility for the problem. 3. Convey sincerity. 4. Ask for the opportunity to correct the problem. 5. Request the opportunity to continue doing business in the future.
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When Apologizing to Customers “I am sorry for the service breakdown.”
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Common Barriers to Problem Solving • Resistance to change • Habits • Individual insecurity • Past history • Fear of success or failure • Jumping to conclusions • Perceptions
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Remember…Follow-up! • Determine whether or not a situation is operating according to the initial plan.
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Key Success Factors • Understand yourself and others • Adapt your style • Sharpen your communication skills “ I ” language Don’ t interrupt Avoid trigger words • Work as a cohesive team with your colleagues
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Final Thought for Today… “If I were given one hour to save the planet, I would spend 59 minutes defining the problem and 1 minute resolving it.” ~Albert Einstein
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