Chapter 52. Comic Relief: Analyzing Problem Situations

Goal

Goal

To practice using a structured approach to problem solving. Participants will solve a character’s problem by analyzing the situation, identifying possible solutions, and selecting the best resolution.

Time Required

Approximately 45 minutes to 1 hour

Group Size

Subgroups of three to five persons each, with a maximum of thirty participants

Materials

Materials

  • One copy of the Comic Relief Worksheet and a pencil for each participant

  • A video clip from a TV cartoon or situational comedy series that involves a dilemma for one of its characters without showing the resolution

  • VCR and monitor

Process

  1. Introduce the session by stating that customers expect service representatives to come up with workable solutions to a variety of problems. This activity is designed to help the participants practice using a structured approach to effective problem solving.

  2. Form subgroups of three to five persons each.

  3. Distribute one copy of the worksheet and a pencil to each subgroup.

  4. Explain that the participants will be viewing a video clip that presents a dilemma for one of its characters. Referring to the worksheet, tell the groups that they will have 20 minutes to attempt to solve the character’s problem by following the IDEA problem-solving process: (1) Identify the problem by analyzing it, (2) Diagnose the factors and forces causing the problem, (3) Explore all the possible ways in which the problem might be solved, and (4) Apply the best solution to the problem and state the reason(s) why it was chosen.

  5. Allow approximately 20 minutes for the groups to complete the task, giving a 2-minute warning before time expires.

  6. Ask each subgroup in turn to describe how they used the structured four-step approach to arrive at the best solution for solving the character’s problem.

  7. Facilitate a large group discussion by asking the following questions:

    •

    How difficult was it to analyze the situation and formulate a problem statement? Why?

    •

    Why is it important to have a clear understanding of the entire issue before developing a solution for it?

    •

    What role does perception play in solving problems?

    •

    Why does problem solving rely on both logical and creative thinking?

    •

    What specific things can be done to increase creative thinking during the problem-solving process?

    •

    How does this activity relate to solving problems for your own customers?

Variation

If you are working with a small group of participants (ten or fewer), use the video clip or a comic series from the newspaper. If using a printed comic, enlarge it and mount on tag board for display (or create an overhead transparency). Use a flip chart to duplicate the information from the worksheet and have the entire group work together to complete the exercise.

Comic Relief Worksheet

IDENTIFY: What is the problem?

 
 
 

DIAGNOSE: What is causing the problem?

 
 
 

EXPLORE: What are the possible solutions?

 
 
 

APPLY: What is the best solution and why?

 
 
 
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