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What Is Problem-Solving Therapy?

Arlin Cuncic, MA, is the author of The Anxiety Workbook and founder of the website About Social Anxiety. She has a Master's degree in clinical psychology.

Daniel B. Block, MD, is an award-winning, board-certified psychiatrist who operates a private practice in Pennsylvania.

Verywell / Madelyn Goodnight

Problem-Solving Therapy Techniques

How effective is problem-solving therapy, things to consider, how to get started.

Problem-solving therapy is a brief intervention that provides people with the tools they need to identify and solve problems that arise from big and small life stressors. It aims to improve your overall quality of life and reduce the negative impact of psychological and physical illness.

Problem-solving therapy can be used to treat depression , among other conditions. It can be administered by a doctor or mental health professional and may be combined with other treatment approaches.

At a Glance

Problem-solving therapy is a short-term treatment used to help people who are experiencing depression, stress, PTSD, self-harm, suicidal ideation, and other mental health problems develop the tools they need to deal with challenges. This approach teaches people to identify problems, generate solutions, and implement those solutions. Let's take a closer look at how problem-solving therapy can help people be more resilient and adaptive in the face of stress.

Problem-solving therapy is based on a model that takes into account the importance of real-life problem-solving. In other words, the key to managing the impact of stressful life events is to know how to address issues as they arise. Problem-solving therapy is very practical in its approach and is only concerned with the present, rather than delving into your past.

This form of therapy can take place one-on-one or in a group format and may be offered in person or online via telehealth . Sessions can be anywhere from 30 minutes to two hours long. 

Key Components

There are two major components that make up the problem-solving therapy framework:

• Applying a positive problem-solving orientation to your life
• Using problem-solving skills

A positive problem-solving orientation means viewing things in an optimistic light, embracing self-efficacy , and accepting the idea that problems are a normal part of life. Problem-solving skills are behaviors that you can rely on to help you navigate conflict, even during times of stress. This includes skills like:

• Knowing how to identify a problem
• Defining the problem in a helpful way
• Trying to understand the problem more deeply
• Setting goals related to the problem
• Generating alternative, creative solutions to the problem
• Choosing the best course of action
• Implementing the choice you have made
• Evaluating the outcome to determine next steps

Problem-solving therapy is all about training you to become adaptive in your life so that you will start to see problems as challenges to be solved instead of insurmountable obstacles. It also means that you will recognize the action that is required to engage in effective problem-solving techniques.

Planful Problem-Solving

One problem-solving technique, called planful problem-solving, involves following a series of steps to fix issues in a healthy, constructive way:

• Problem definition and formulation : This step involves identifying the real-life problem that needs to be solved and formulating it in a way that allows you to generate potential solutions.
• Generation of alternative solutions : This stage involves coming up with various potential solutions to the problem at hand. The goal in this step is to brainstorm options to creatively address the life stressor in ways that you may not have previously considered.
• Decision-making strategies : This stage involves discussing different strategies for making decisions as well as identifying obstacles that may get in the way of solving the problem at hand.
• Solution implementation and verification : This stage involves implementing a chosen solution and then verifying whether it was effective in addressing the problem.

Other Techniques

Other techniques your therapist may go over include:

• Problem-solving multitasking , which helps you learn to think clearly and solve problems effectively even during times of stress
• Stop, slow down, think, and act (SSTA) , which is meant to encourage you to become more emotionally mindful when faced with conflict
• Healthy thinking and imagery , which teaches you how to embrace more positive self-talk while problem-solving

What Problem-Solving Therapy Can Help With

Problem-solving therapy addresses life stress issues and focuses on helping you find solutions to concrete issues. This approach can be applied to problems associated with various psychological and physiological symptoms.

Mental Health Issues

Problem-solving therapy may help address mental health issues, like:

• Chronic stress due to accumulating minor issues
• Complications associated with traumatic brain injury (TBI)
• Emotional distress
• Post-traumatic stress disorder (PTSD)
• Problems associated with a chronic disease like cancer, heart disease, or diabetes
• Self-harm and feelings of hopelessness
• Substance use
• Suicidal ideation

Specific Life Challenges

This form of therapy is also helpful for dealing with specific life problems, such as:

• Death of a loved one
• Dissatisfaction at work
• Everyday life stressors
• Family problems
• Financial difficulties
• Relationship conflicts

Your doctor or mental healthcare professional will be able to advise whether problem-solving therapy could be helpful for your particular issue. In general, if you are struggling with specific, concrete problems that you are having trouble finding solutions for, problem-solving therapy could be helpful for you.

Benefits of Problem-Solving Therapy

The skills learned in problem-solving therapy can be helpful for managing all areas of your life. These can include:

• Being able to identify which stressors trigger your negative emotions (e.g., sadness, anger)
• Confidence that you can handle problems that you face
• Having a systematic approach on how to deal with life's problems
• Having a toolbox of strategies to solve the issues you face
• Increased confidence to find creative solutions
• Knowing how to identify which barriers will impede your progress
• Knowing how to manage emotions when they arise
• Reduced avoidance and increased action-taking
• The ability to accept life problems that can't be solved
• The ability to make effective decisions
• The development of patience (realizing that not all problems have a "quick fix")

Problem-solving therapy can help people feel more empowered to deal with the problems they face in their lives. Rather than feeling overwhelmed when stressors begin to take a toll, this therapy introduces new coping skills that can boost self-efficacy and resilience .

Other Types of Therapy

Other similar types of therapy include cognitive-behavioral therapy (CBT) and solution-focused brief therapy (SFBT) . While these therapies work to change thinking and behaviors, they work a bit differently. Both CBT and SFBT are less structured than problem-solving therapy and may focus on broader issues. CBT focuses on identifying and changing maladaptive thoughts, and SFBT works to help people look for solutions and build self-efficacy based on strengths.

This form of therapy was initially developed to help people combat stress through effective problem-solving, and it was later adapted to address clinical depression specifically. Today, much of the research on problem-solving therapy deals with its effectiveness in treating depression.

Problem-solving therapy has been shown to help depression in: 

• Older adults
• People coping with serious illnesses like cancer

Problem-solving therapy also appears to be effective as a brief treatment for depression, offering benefits in as little as six to eight sessions with a therapist or another healthcare professional. This may make it a good option for someone unable to commit to a lengthier treatment for depression.

Problem-solving therapy is not a good fit for everyone. It may not be effective at addressing issues that don't have clear solutions, like seeking meaning or purpose in life. Problem-solving therapy is also intended to treat specific problems, not general habits or thought patterns .

In general, it's also important to remember that problem-solving therapy is not a primary treatment for mental disorders. If you are living with the symptoms of a serious mental illness such as bipolar disorder or schizophrenia , you may need additional treatment with evidence-based approaches for your particular concern.

Problem-solving therapy is best aimed at someone who has a mental or physical issue that is being treated separately, but who also has life issues that go along with that problem that has yet to be addressed.

For example, it could help if you can't clean your house or pay your bills because of your depression, or if a cancer diagnosis is interfering with your quality of life.

Your doctor may be able to recommend therapists in your area who utilize this approach, or they may offer it themselves as part of their practice. You can also search for a problem-solving therapist with help from the American Psychological Association’s (APA) Society of Clinical Psychology .

If receiving problem-solving therapy from a doctor or mental healthcare professional is not an option for you, you could also consider implementing it as a self-help strategy using a workbook designed to help you learn problem-solving skills on your own.

During your first session, your therapist may spend some time explaining their process and approach. They may ask you to identify the problem you’re currently facing, and they’ll likely discuss your goals for therapy .

Keep In Mind

Problem-solving therapy may be a short-term intervention that's focused on solving a specific issue in your life. If you need further help with something more pervasive, it can also become a longer-term treatment option.

Get Help Now

We've tried, tested, and written unbiased reviews of the best online therapy programs including Talkspace, BetterHelp, and ReGain. Find out which option is the best for you.

Shang P, Cao X, You S, Feng X, Li N, Jia Y. Problem-solving therapy for major depressive disorders in older adults: an updated systematic review and meta-analysis of randomized controlled trials .  Aging Clin Exp Res . 2021;33(6):1465-1475. doi:10.1007/s40520-020-01672-3

Cuijpers P, Wit L de, Kleiboer A, Karyotaki E, Ebert DD. Problem-solving therapy for adult depression: An updated meta-analysis . Eur Psychiatry . 2018;48(1):27-37. doi:10.1016/j.eurpsy.2017.11.006

Nezu AM, Nezu CM, D'Zurilla TJ. Problem-Solving Therapy: A Treatment Manual . New York; 2013. doi:10.1891/9780826109415.0001

Owens D, Wright-Hughes A, Graham L, et al. Problem-solving therapy rather than treatment as usual for adults after self-harm: a pragmatic, feasibility, randomised controlled trial (the MIDSHIPS trial) .  Pilot Feasibility Stud . 2020;6:119. doi:10.1186/s40814-020-00668-0

Sorsdahl K, Stein DJ, Corrigall J, et al. The efficacy of a blended motivational interviewing and problem solving therapy intervention to reduce substance use among patients presenting for emergency services in South Africa: A randomized controlled trial . Subst Abuse Treat Prev Policy . 2015;10(1):46. doi:doi.org/10.1186/s13011-015-0042-1

Margolis SA, Osborne P, Gonzalez JS. Problem solving . In: Gellman MD, ed. Encyclopedia of Behavioral Medicine . Springer International Publishing; 2020:1745-1747. doi:10.1007/978-3-030-39903-0_208

Kirkham JG, Choi N, Seitz DP. Meta-analysis of problem solving therapy for the treatment of major depressive disorder in older adults . Int J Geriatr Psychiatry . 2016;31(5):526-535. doi:10.1002/gps.4358

Garand L, Rinaldo DE, Alberth MM, et al. Effects of problem solving therapy on mental health outcomes in family caregivers of persons with a new diagnosis of mild cognitive impairment or early dementia: A randomized controlled trial . Am J Geriatr Psychiatry . 2014;22(8):771-781. doi:10.1016/j.jagp.2013.07.007

Noyes K, Zapf AL, Depner RM, et al. Problem-solving skills training in adult cancer survivors: Bright IDEAS-AC pilot study .  Cancer Treat Res Commun . 2022;31:100552. doi:10.1016/j.ctarc.2022.100552

Albert SM, King J, Anderson S, et al. Depression agency-based collaborative: effect of problem-solving therapy on risk of common mental disorders in older adults with home care needs . The American Journal of Geriatric Psychiatry . 2019;27(6):619-624. doi:10.1016/j.jagp.2019.01.002

By Arlin Cuncic, MA Arlin Cuncic, MA, is the author of The Anxiety Workbook and founder of the website About Social Anxiety. She has a Master's degree in clinical psychology.

10 Troubleshooting Skills and How To Improve Them

Discover 10 Troubleshooting skills along with some of the best tips to help you improve these abilities.

The ability to troubleshoot problems is a valuable skill in any field. Whether you’re a mechanic diagnosing an engine problem or a customer service representative trying to solve a customer’s issue, troubleshooting skills can help you find the root of the problem and come up with a solution.

In this guide, we’ll discuss what troubleshooting is, why it’s important and how you can improve your own troubleshooting skills.

Problem Solving

Critical thinking, documentation, communication, time management, organization, prioritization.

Problem solving is an important troubleshooting skill because it allows you to identify the root cause of an issue and find a solution. When you’re able to solve problems, you can improve efficiency and productivity.

To solve a problem, you need to be able to identify the problem, gather information, identify possible solutions, evaluate the options, choose the best solution and implement it. You also need to be able to communicate the problem and its solution to others.

Critical thinking is an important troubleshooting skill because it allows you to analyze a problem and come up with a solution that is based on logic and reason. When you are able to think critically, you are less likely to fall prey to common misconceptions and biases that can lead to incorrect conclusions.

Troubleshooting requires critical thinking because you need to be able to identify the root cause of the problem and come up with a solution that will fix it. This can be a difficult process, but it is important to keep in mind that there is usually more than one way to solve a problem.

Analysis is an important troubleshooting skill because it allows you to identify the root cause of a problem. Once you’ve identified the root cause, you can develop a plan to fix the problem. Analysis requires you to be patient, observant and detail-oriented. You need to be able to see the big picture while also paying attention to the small details.

Troubleshooting skills are important in many different fields, including engineering, computer programming, medicine and law enforcement.

Research is an important troubleshooting skill because it allows you to find the root cause of an issue. To do research, you will need to identify the symptoms of the problem, do some research to find the cause, and then find a solution.

Troubleshooting skills are important in many different professions, including computer programming, engineering, and medicine. Research is a key skill for finding the root cause of an issue and finding a solution.

Documentation is an important troubleshooting skill because it allows you to track the steps you have taken to fix a problem. It also allows you to share your findings with others who may be experiencing the same issue. Good documentation will include a description of the problem, the steps you took to try and fix it, and the results.

Troubleshooting skills are important in many different fields, including IT, engineering, and medicine. Good documentation can help you solve a problem more quickly and efficiently, and it can also help protect you from liability if something goes wrong.

Communication is an important troubleshooting skill because it allows you to gather information, identify the problem and find a solution. You can’t solve a problem if you don’t know what the problem is. Good communication also allows you to explain the solution to the problem to the customer in a way that they understand.

When troubleshooting, it’s important to be patient, listen to the customer and ask questions. You should also be able to give the customer a time frame for when you expect to have the problem resolved.

Teamwork is an important skill for troubleshooting because it allows you to work with others to identify and solve problems. When you’re working on a team, you need to be able to communicate effectively, collaborate, and compromise. You also need to be able to work under pressure and make quick decisions.

Troubleshooting requires a lot of problem-solving skills, and teamwork is a way to pool together all of the different skills needed to solve a problem. When you’re working on a team, you can share information and ideas to come up with the best solution.

Time management is an important skill for troubleshooting because it allows you to prioritize tasks and manage your time efficiently. When you’re troubleshooting a problem, you may have to do a lot of research and experimentation. Time management skills can help you stay on track and get the problem resolved as quickly as possible.

Some time management tips include:

-Creating a to-do list -Prioritizing tasks -Setting deadlines -Breaking down large tasks into smaller tasks -Using a timer to keep track of time -Taking breaks -Practicing good time management skills can help you stay focused and get more done in less time.

Organization is important in troubleshooting because it helps you to keep track of the steps you have taken and the steps you still need to take. It also helps you to identify any potential problems that might be causing the issue. When you are organized, you can also communicate more effectively with the person who is experiencing the problem.

Prioritization is an important skill for troubleshooting because it allows you to identify and address the most important problems first. When you’re troubleshooting, you may come across a number of issues that need to be resolved. It’s important to be able to prioritize so you can focus on the most important problems first.

To prioritize, start by making a list of all the issues you need to resolve. Then, rank them in order of importance. Once you have a list of priorities, you can start working on the most important issues first.

How to Improve Your Troubleshooting Skills

1. Understand the problem The first step to solving any problem is understanding what the problem is. This may seem obvious, but it’s important to take the time to really think about the issue at hand. What are the symptoms? What does the problem look like? What circumstances seem to make the problem better or worse?

2. Gather information Once you have a good understanding of the problem, it’s time to start gathering information. This may involve doing some research, talking to other people who are familiar with the problem, or simply brainstorming possible solutions.

3. Analyze the information Once you have gathered all of the relevant information, it’s time to start analyzing it. This step is important because it will help you narrow down the possible causes of the problem and identify the most likely solution.

4. Try a potential solution Once you have a good understanding of the problem and have analyzed the information you’ve gathered, it’s time to try a potential solution. If the solution doesn’t work, you can go back to step 3 and try another solution.

5. Evaluate the results After you’ve tried a potential solution, it’s important to take a step back and evaluate the results. This will help you determine whether the solution was successful and, if not, what you can do to improve it.

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The Cynefin Framework

Using the most appropriate problem-solving process.

By the Mind Tools Content Team

The most effective leaders understand that problem solving is not a "one-size-fits-all" process. They know that their actions depend on the situation, and they make better decisions by adapting their approach to changing circumstances.

But how do you know which approach you should use in a particular situation? And how can you avoid making the wrong decision?

In this article we'll look at the Cynefin framework, a tool that helps you make better decisions by assessing the situation you find yourself in.

About the Tool

Cynefin, pronounced "ku-nev-in," is a Welsh word that translates as "place" or "habitat." However, it can also be used to describe the elements of our situation and personal history that influence our thoughts and decisions in ways we don't understand.

Scholar David J. Snowden used the word to describe a framework he developed in 1999, based on concepts from knowledge management and organizational strategy. Along with his colleague Mary Boone, he published the framework in the November 2007 issue of the Harvard Business Review .

The Cynefin framework (Figure 1 below) is a problem-solving tool that helps you put situations into five "domains" defined by cause-and-effect relationships. This helps you assess your situation more accurately and respond appropriately.

Figure 1: The Cynefin Framework

Based on the Cynefin framework diagram by David Snowden, see http://cognitive-edge.com . Reproduced with permission.

The "obvious" domain was originally called "simple," but this was updated in 2014.

You can use the Cynefin framework in a variety of situations to categorize a problem or decision and respond accordingly. For example, it is useful in product development, marketing and organizational strategy. It can also help you make better decisions in a crisis or emergency.

It helps you avoid using the same management style or decision-making approach in all situations – a mistake that can be costly to your team or organization– by encouraging you to be flexible and adaptable when making decisions, and to adjust your management style to fit your circumstances.

The Five Domains

Let's look at each of the five domains in greater detail.

Obvious Contexts – "The Domain of Best Practice"

In "obvious" contexts, your options are clear and cause-and-effect relationships are apparent to everyone involved.

Here, there are often explicit steps in place that dictate the next stage of the process. For example, problems encountered at help desks or call centers are often predictable, and there are processes in place to handle most of them.

Snowden argues that you need to "Sense – Categorize – Respond" to obvious decisions. Put simply, you should assess the situation, categorize its type, and then base your response on best practice. There is often one established "correct" answer, based on an existing process or procedure.

However, there is a danger that obvious contexts may be oversimplified. This often happens when leaders, or an entire organization, experience success and then become complacent. To avoid this, make sure that there are clear communication channels in place, so that team members can report any situations that don't fit with any established category.

Another challenge is that leaders may not be receptive to new ideas because of past experiences and success. For example, some people might automatically assume that previous solutions will work again. To overcome this, stay open to new ideas and be willing to pursue innovative suggestions.

Complicated Contexts – "The Domain of Experts"

"Complicated" problems might have several "correct" solutions. Here, there is a clear relationship between cause and effect, but it may not be visible to everyone, because the problem is... complicated. For example, you might see several symptoms of a problem but not know how to fix it.

The decision-making approach here is to "Sense – Analyze – Respond." In other words, you need to assess the situation, analyze what is known (often with the help of experts), and decide on the best response, using good practice.

Leaders may rely too heavily on experts in complicated situations, while dismissing or overlooking creative solutions from other people. To overcome this, assemble a team of people from a wide variety of backgrounds (including rebels and dissenters), and use tools such as Crawford's Slip Writing Method to ensure that everyone's views are heard.

Complex Contexts – "The Domain of Emergence"

It might be impossible to identify one "correct" solution, or spot cause-and-effect relationships, in "complex" situations. According to Snowden and Boone, many business situations fall into this category.

Complex contexts are often unpredictable, and the best approach here is to "Probe – Sense – Respond." Rather than trying to control the situation or insisting on a plan of action, it's often best to be patient, look for patterns, and encourage a solution to emerge.

It can be helpful to conduct business experiments in these situations, and accept failure as part of the learning process. Make sure that you have processes in place to guide your team's thinking – even a simple set of rules can lead to better solutions than no guidance at all.

Communication is essential here, too. Gather a diverse group of people to come up with innovative, creative solutions to complex problems. Use brainstorming tools such as Random Input or Provocation to generate new ideas, and encourage your team to debate the possibilities.

Complicated and complex situations are similar in some ways, and it can be challenging to tell which of them you're experiencing. However, if you need to make a decision based on incomplete data, for example, you're likely to be in a complex situation.

Chaotic Contexts – "The Domain of Rapid Response"

In "chaotic" situations, no relationship between cause and effect exists, so your primary goal is to establish order and stability. Crisis and emergency scenarios often fall into this domain.

The decision-making approach here is to "Act – Sense – Respond." You need to act decisively to address the most pressing issues, sense where there is stability and where there isn't, and then respond to move the situation from chaos to complexity.

To navigate chaotic situations successfully, conduct a Risk Analysis to identify possible risks, prioritize them with a Risk Impact/Probability Chart , and make sure that you have a comprehensive crisis plan in place. It's impossible to prepare for every situation, but planning for identifiable risks is often helpful.

Reliable information is critical in uncertain and chaotic situations, so make sure you know how to communicate in a crisis .

It can be extremely difficult to identify when you're in a "disorder" situation. Here, it isn't clear which of the other four domains is dominant, and people generally rely on decision-making techniques that are known and comfortable. Your primary goal in this situation is to gather more information , so that you can move into a known domain and then take the appropriate action.

José and his team recently rolled out an innovative new e-reader. However, it has developed an issue, and no one can agree on what's causing it. Dissatisfied customers are returning the product and the company's reputation has taken a hit. José is managing a number of issues. He has to help his team uncover the cause of the problem so it can be fixed, he's working with marketing to compensate customers, and he's answering questions from the media about the e-reader's issue.

He uses the Cynefin framework to gain a better understanding of the situation, and he categorizes it as "complicated," which means he needs to take a Sense – Analyze – Respond approach.

So, he brings in experts from research and development, IT and manufacturing to help him diagnose the problem. Working closely with his team, these experts list the quality concerns and then focus on each one individually to find the root cause of the problem.

After several days of analysis, everyone agrees that the problem is caused by dry solder joints. Working together, the consultants and José's team come up with a clear plan to address this and ensure that no more faulty e-readers are shipped.

The Cynefin framework was developed by David J. Snowden in 1999. It aims to help leaders understand that every situation is different and requires a unique approach to decision making.

The framework outlines five situational domains that are defined by cause-and-effect relationships. They are:

• Complicated.

Each of these domains has a specific decision-making approach that helps you make better sense of the situation, and choose the most appropriate way forward.

Apply This to Your Life

Practice using the Cynefin framework the next time you have an important decision to make at work. Aim to identify the domain you're in correctly, and use the appropriate decision-making approach to process information and move forward.

Snowden, D. and Boone, M. (2007). 'A Leader’s Framework for Decision Making,' Harvard Business Review , November 2007. (Available here .)

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What Does ‘Skill Issue’ Mean in the Workplace?

The pace of technological change isn’t just fast — it’s accelerating . Blink, and a new device, software, or app is ready to replace your old one.

Keeping up isn’t easy, which is why 87% of companies are grappling with, or anticipate, a skills gap in the foreseeable future, underscoring the pressing need for immediate action.

Effectively managing skill issues is a top concern for both employers and employees. Failing to do so could lead to a decline in productivity, diminished job satisfaction, and missed growth opportunities.

Ready to tackle your organization’s skills gap? Let’s take a closer look at what they are and how to fix them.

TL;DR — Key Takeaways

A skill issue typically refers to a mismatch of skills — between the skills someone has and the skills actually needed to perform well in a job

To tackle a skills issue in your organization, it all starts with identifying the different types . These are technical skill issues, soft skills issues, and transferable skills issues

Many things can cause skill issues, such as technological advancements, bad hiring practices, and a lack of opportunities for training and development

To identify skill issues early and accurately , we recommend running regular performance reviews, doing skills assessments, and creating robust feedback mechanisms

Some tools for handling skills issues include targeted training programs, mentorships and coaching, and creating a culture of continuous learning

What is a skill issue?

Nowadays, a skill issue is any situation where there is a gap between the skills someone possesses and the skills needed to perform a job.

The term “skill issue” originally came from gaming. It refers to a situation in which a player in a game is not up to the task of beating a level, player, or team. Over time, the term spread beyond video games and made its way into HR.

While having a skill issue in a game is no big deal, it’s actually a serious concern in the modern workplace, where learning agility and upskilling are crucial for long-term success.

Types of skill issues

Skill issues in the workplace come in different shapes and forms. However, their impact often extends beyond individual performance and into wider team dynamics.

Tackling them starts with the ability to first identify the different types. Or, in other words, understand the problem in order to find the best solution.

Get familiar with these three different skill issue types so you can identify them more quickly.

Technical skills issue

Technical skills, sometimes referred to as hard skills , involve the specialized knowledge required to perform certain tasks or use specific programs or tools. They’re usually not something someone can fake.

Having a technical skills issue can be a huge cause for concern. For example, if someone lacks technical knowledge in database management or data analysis, they’ll be a poor data scientist and require substantial training before they can adequately perform in the role.

Technical skills issues affect their ability to complete daily tasks or advance in their career. If someone is struggling with technical skills, you could offer training opportunities or upskilling .

Soft skills issue

Soft skills are the personal attributes and interpersonal abilities that allow someone to communicate, collaborate, and navigate social interactions in order to be effective in their role. They can be less tangible and harder to measure than technical skills, but they’re equally important, if not more so.

While technical skills are crucial, soft skills are the ones that are most in demand in 2024 . Here are some examples of the most important soft skills:

Communication skills

Problem-solving skills

Interpersonal skills

Emotional intelligence

Time management

If you’re facing soft skills problems, implement regular, structured soft skills training and development programs. Focus on communication, teamwork, problem-solving, and adaptability. Incorporating interactive workshops, role-playing scenarios, and peer feedback sessions can make the learning experience more engaging and effective.

Transferable skill issue

Transferable skills are those that can be applied across different roles in an organization. They are not tied to one job or industry. They are considered to be universal or foundational. Examples include communication skills, leadership skills , critical thinking, adaptability, and teamwork, among others.

When employees or employers don’t recognize or know how to use their transferable skills, they risk lowering their mobility and limiting room for growth in a company or industry.

What causes skills issues?

There’s no easy answer here because it depends on the specific situation and work environment. However, there are various possible sources for skills issues, and it’s important to understand these root causes before treating the effects in your workplace. Typically, the following three factors are the most common causes behind skills issues.

Technological advancements

No doubt, the computer you used in 2010 has changed a lot compared to the one you have today. You’ve also likely had your fair share of machines since then. Whether or not you realize it, keeping up with the latest tech isn’t just a privilege or brag — it actually helps to keep up with the wider changes.

While it might sound cliché, the world of tech is moving faster than ever, and technical skills issues arise when we fail to keep up . For example, if you don’t follow the latest changes in your programming language, you may lack the hard skills to build a new interface in an app or website.

Here are some industries where new technology advancements happen quickly:

Informational technologies (IT)

Banking and finance

Manufacturing

Digital marketing

Transportation and logistics

A good candidate for an open role across these sectors is someone who takes special care not to fall behind on new ideas in their industry. Otherwise, this skill issue can hold back not just one employee but an entire department.

Hiring practices that lead to skills mismatches

If you discover a skills mismatch in your team, another place to look is in your hiring practices. Be it technical skills or soft skills, here are some common hiring mistakes to watch out for:

Over-reliance on formal credentials — prioritizing previous employers, education, courses, etc., over actual job performance

Narrow job descriptions — that don’t fully cover the responsibilities of a potential new hire or go too broad

Not assessing soft skills — many employers focus on technical skills alone, taking soft skills as an afterthought

Unconscious bias — when interviewers unconsciously give advantage to some candidates because of their background, job history, or some other personal preference

Lack of skills forecasting — being unable to predict which hard or soft skill is going to be needed in your organization in the future

Automated screening processes — using tools such as ATS to automatically eliminate candidates based on certain keywords. For example, disqualifying everyone who does not have “project management” listed as a skill

Lack of training and development programs

Even with the perfect hire, a skills mismatch can still happen down the line. All employees need to keep their skills up-to-date, not only to be a valuable asset to their team but also to future-proof their careers .

Make it easier for them by offering training and development programs for soft and technical skills. It may seem like a big cost up-front, but neglecting their development will cost your business much more in terms of lower productivity, job satisfaction, and higher employee turnover in the long run.

Savvy HR professionals use skills mapping to track and follow their team’s skills. Use skills mapping to determine who has the right skills and identify development opportunities.

How to identify skills issues

Early prevention is key. Spot the signs of skill issues early and accurately and you’ll save yourself and your team from costly mistakes later on. Here are three different methods to try.

Performance reviews

Performance reviews get a bad rap from both employers and employees in most jobs. For your business, it’s a time investment, and for your employees, it can bring up bad feelings.

But when looking to identify skills issues, regular performance reviews help massively, revealing any discrepancy between the skills you have and the outcomes you want to achieve.

To make sure everyone gets the most out of the performance review process, it’s important to explain how the review process will benefit the employee: to help them learn new skills and become valuable assets for the company.

Similarly, self-assessments are a great starting point, but to get the best results, try pairing them with standardized skills tests.

Skills assessments

Skills assessments are a more formal, structured way to uncover skills gaps in your employees. By giving every employee a standardized test for their specific role, you get more accurate results, so you can compare employees against each other or against industry standards.

Another way to do this is by using talent gap analyses.

You can also use practical assignments that simulate real-world tasks in a job role to the same effect. Depending on your industry and the role you’re assessing, you’ll need to use one or more of these tests for the most accurate results.

Discover Toggl Hire’s skills test library, with over 150 ready-made job templates, to get you started in seconds. Test for job-specific skills and team fit with our expert-created assessments.

Feedback mechanisms

When you use the word “feedback” in a workplace, most employees will think you’re talking about feedback from the manager to the employee. Introducing a culture of feedback in your workplace is not without challenges, but the effort will be worth it.

From one employee to another, from a customer to an employee, from a manager to a direct report, and vice versa — feedback helps identify and reveal different skill levels where they count. You can also run anonymous surveys to spot which areas have room for improvement.

How to address skills issues

Skills issues are best addressed head-on, early on, to prevent a snowball from turning into an avalanche. By following these proactive measures, you can turn your skills issues around, leading to enhanced performance, job satisfaction, and organizational growth.

Targeted training programs

Before offering specific training programs to your team members, you have to identify the skills gaps first. Be it communication skills, time management, problem-solving skills, or something else, there is a way to get help with it.

Some training formats that you can use include:

On-the-job training

Online training and courses

Workshops and seminars

Microlearning

Mentorships and coaching programs

Cross-training and job rotations

Each employee should have a personalized learning path . Not everyone has the same skills gaps or skills issues, which is why they should get access to training materials suited to their unique needs.

Make sure to track progress regularly and measure how effective the training is on the employee’s output and productivity. Make adjustments as you go to get the best results.

Mentorship and coaching

While courses and workshops can do wonders, there are few things better than one-on-one sessions between mentors and mentees. The employee has a chance to ask questions, get feedback, and learn through practical examples in a supportive environment.

Besides technical skills, mentorship is immensely valuable for acquiring strategic and leadership skills. People and time management, active listening, conflict resolution, and public speaking — these are all skills that can be transferred through mentorships.

To make the program more effective, set clear goals and KPIs . Even more importantly, carefully match the right mentees and mentors and give them the resources to make the most out of the relationship.

Fostering a culture of continuous learning

Learning in the workplace takes more than a few weeks at a time. To successfully bridge skills gaps, you need a culture of continuous learning , where constant improvement is encouraged by all.

Instead of talking the talk, walk the walk by:

Offering budgets for courses, training, or tuition

Giving time off for training programs

Building an internal resource library of learning materials

Leading by example and participating in these programs, including people from the C-level and below

Put your continuous learning program methods in writing and set clear goals and KPIs that everyone can understand and follow. Define the most important skill an employee should acquire and the milestones they need to hit to achieve it.

Skills assessment and development tools

To uncover skills issues and potential pitfalls, you can take advantage of various skills assessment and development tools. On top of self-assessments, these tools can help you measure performance and set goals for future progress. Here are some tools that can help you assess and develop skills.

Skills assessment platforms

A skills assessment platform helps test the technical and soft skills of an employee relating to specific roles and industries. For example, you can test how someone performs as a project manager in the SaaS industry.

These tools, such as Toggl Hire, allow the employer to test for a wide range of skills and get results from their employees immediately. Likewise, employees get feedback and analytics, telling them their top areas for improvement.

On top of the instant feedback, skills assessment platforms are highly scalable and can be used by 1,000 employees just as easily as 10. You also get the option of customizing each test to better suit the needs of your business.

For example, you could grab our technical writer test and simply send it out to your team of content creators. Or you could go in and change the questions so that they are more relevant to your industry and specific organizational goals.

Performance management software

Performance management tools help businesses set goals and track their performance over time to see if they’re making progress. These tools can show how an employee is evolving and where they have room for improvement.

When choosing your performance management software (and there are many choices), make sure it has these features:

Goal setting and tracking

Two-way feedback mechanisms

Development planning

Analytics and reporting

Integrations with your HR tool stack

Whatever app you choose, ensure that each employee has unique KPIs and performance goals.

eLearning platforms

eLearning platforms can give your people structured content that closes their skills gaps. Of course, the content should be chosen according to the employee’s unique needs and goals.

Some features that can help with assessment and skills development include:

Interactive courses

Video tutorials

Quizzes in different formats

Gamified learning experiences

Microlearning tasks

These platforms have a unique advantage over traditional learning: employees can learn at their own pace and at a time that suits them best.

Use Toggl Hire to assess skills

With a rich library of skills tests for different roles and industries to choose from, Toggl Hire can help you assess your employees’ skills and identify where they may be lacking.

No matter if you’re trying to hire new people, close the skills gap in your existing workforce, or get inspired for your next talent development program, Toggl Hire fits into the picture seamlessly.

Integrate Toggl Hire into your organizational strategy and see how we can help your workforce every step of the way, from hiring to upskilling. Create your free account and get started today!

Mile is a B2B content marketer specializing in HR, martech and data analytics. Ask him about thoughts on reducing hiring bias, the role of AI in modern recruitment, or how to immediately spot red flags in a job ad.

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The Importance of Problem Solving Strategies

Return to: Kimberly Brooks's Homepage , Problem Solving Strategies in a Math Classroom

During this unit we will be covering the importance of teaching problem solving skills in the math classroom. We will also be discovering the benefits that students receive that will not only effect their success in the classroom but outside of the classroom solving non-mathematical problems. Finally, we will discuss where students will be using problem solving skills outside of the classroom environment. You will be asked to create a concept map in addition to being asked to read an article and to participate in a short discussion.

For this exercise first read the article | The Role of Problem Solving in High School Mathematics . When you have finished reading the article in the discussion tab of this page please write a response to the question "How do you think you could alter your instruction in order to better incorporate the teaching of problem solving skills in your classroom?" and respond to at least one other post.

Mini-Lecture

Importance of problem solving skills.

In math class with almost every problem that is presented there is some sort of method that is followed that places the student at the solution, however, there is not always one single method that leads to the answer. There can be many different solution paths that allow someone to reach the answer to a problem but every person looks at a problem in a different way, which is why some people may choose one method over another. By teaching students this discipline of solving problems the students will be better equipped to reach their goals in the future because they will learn that there are different ways to approach a problem and if the "problem solver" gets stuck they can try to look at the problem from a different angle and attempt a different method to reach a solution.

Another idea that is too often overlooked is that being a problem solver is not an ability it is a a character trait and a mind-set because it takes a person who is motivated intrinsically to go out and solve a problem. However, math teachers have the ability to shape the minds of their students to become problem-

solving minds. Problem solvers often take control of their own learning and persevere when faced with adversity. Everyday a student asks why they are learning something in math class and want to know when they will ever use it again. While there are many concepts that can be applied to math, every concept requires some sort of problem solving which allows the students to learn to think like a problem solver, which is something that can be applied to any aspect of life.

Members of society that lack problem solving skills are not as driven, if they run into an obstacle during the course of obtaining a goal he or she may simply give up rather than try to look at a problem from a different angle or they may not even realize that there could be another way to achieve the goal they believe they have failed to reach. Since people that have a problem solving mindset are conditioned to not give up on a problem they have a better sense of confidence and self-esteem when faced with adversity. This is because they know that there has to be a solution but they simply are not sure what approach will lead them to said solution and they do not become defeated when they cannot find the solution.

Benefits of Learning Problem Solving Skills

The first proven benefit of teaching students problem solving skills is that their achievement, confidence, and skills in mathematics and other curriculums increases. The main reason for this is that problem solving provides students with with ability to look at a situation from different points of view using critical and analytical thinking. By being a more critical thinker students can better foresee outcomes of a situation which allows them to decide what pathway to the desired solution would be most efficient. Another characteristic that is effected by the instruction of problem solving skills is a person's metacognitive skills. Metacognition is most often described as thinking about thinking and because problem solving is a decision making process metacognition plays a large role in the process. Metacognition is so important in the decision making and problem solving process because it allows the "problem solver" to be able to think about a plan of action and then determine if it will be effective or not by analyzing the outcome that will follow, or if the path taken does not lead to the desired solution the "problem solver" can reflect on their decision making process to find where he or she went wrong. Another benefit that students gain from learning problem-solving skills is that they learn how to collaborate and work cooperatively with their peers which will benefit them not only during school but also in sports that they may play, at home, and at current and future jobs. The ability to effectively work in a group or on a team is often a quality that employers look for because a team that works well together will produce better results than a team that does not work well together.

Other Places Problem Solving Skills are Applied

Some examples of non-classroom experiences that rely on problem solving and critical thinking skills:

• Reading a Map
• Reading Weather Reports
• Understanding Economics and Personal Finance
• Ensuring you are Getting the Best Buy

Please Share There More Examples of Where or When Problem Solving Strategies are Used Here

Please create a concept map showing the relationships between problem solving skills and the important reasons it is to learn them, the benefits students gain from learning them, and where these skills can be applied. This will act as a summary activity and allow participants to analyze the relationships amongst the topics discussed in Unit 2. Follow the concept map style shown below and please submit your concept maps Here .

Your map should follow the general format that is shown before there is no branch minimum please extend each second level branch to at least three third level branches.

• Charles, R. (2009). The Role of Problem solving in High school Mathematics. Retrieved May 10, 2015, from http://assets.pearsonschool.com/asset_mgr/current/201033/ProblemSolvingResearch.pdf
• Frederick, Michelle. "With A Little Help From My Friends: Scaffolding Techniques in Problem Solving." Investigations in Mathematics Learning 7.4 (2014): 21-32. Print.
• Talpin, Margaret. "Teaching Values Through A Problem Solving Approach to Mathematics." Math Goodies. Math Goodies. Web. 9 May 2015. .
• "Problem Solving Information." NZ Math. New Zealand Ministry of Education. Web. 14 May 2015.
• Gok, Tolga. "Students' Achevement, Skill and Confidence in Using Stepwise Problem-Solving Strategies." EURASIA Journal of Mathematics, Science & Technology Education 10.6: 617-24. Print.

Go to: Unit 3

• Toggle limited content width

Case Studies

This case study outlines the importance of problem solving skills in the manufacturing industry. It will introduce students to different strategies for tackling problems, and incorporates an interactive choose-your-own-adventure activity. Videos, interviews, and open-ended questions further engage students and stress good problem solving skills in the workplace.

The Improving Observation Skills case study introduces students to how the brain handles incoming information and how human attention and perception can be very different from reality. It addresses a variety of distractions in the manufacturing workplace and provides tips on how to manage these distractions. The case study emphasizes the importance of observation skills in shift changes, in workplace safety awareness, and for a company’s financial stability.

The risk-taking activity that ‘helicopter parents’ should allow their kids to experience

Editor’s note: The views expressed in this commentary are solely those of the writers. CNN is showcasing the work of The Conversation , a collaboration between journalists and academics to provide news analysis and commentary. The content is produced solely by The Conversation.

There is ongoing concern about the impact of “ helicopter parenting ” on children’s growth and development.

Keen to ensure the best outcomes for their children, helicopter parents tend to hover over their kids, constantly trying to prevent misadventure or harm.

But child experts say this can lead to a  lack of resilience and tenacity  in children. Children can also struggle with problem-solving and initiative.

How can we overcome this?

We are educators who study risky environments. Our  new research  looks at parents’ perceptions of an outdoor play park. It shows how outdoor parks provide opportunities for children to engage in risky play and develop independence and problem-solving skills.

The importance of risk

Risk-taking means engaging in any behavior or activity with an uncertain physical, social, emotional or financial outcome.

Risk is an everyday part of life, from driving a car to buying a house at auction or climbing a ladder.

We cannot eliminate risk, so we need to learn how to navigate it. It means taking responsibility for assessing potential consequences and taking necessary precautions. For example, crossing the road carries risk, but we learn how to look for cars or cross at traffic lights if the road is busy.

Recognizing and appropriately responding to risk-taking is an integral aspect of children’s growth and development. In 1998, US educator and wilderness guide Jeff Liddle  observed risk was instrumental  to lifelong learning.

Outdoor experiences are particularly good places to  develop skills around risk  because they are not a controlled environment. For example, no two trees are the same to climb, and conditions can vary depending on the weather.

READ MORE: ‘It’s not fair!’ Kids grumble and complain for a reason. Here’s how to handle it

In a  new study , we surveyed parents and caregivers about children’s risk-taking in the Boongaree nature play park in Berry, New South Wales.

The park includes fixed equipment such as slides and climbing ropes as well as natural elements such as water, stone, timber, sand and greenery.

We chose Boongaree after it became the focus of media and social media debate due to a  spate of injuries , including broken bones. The Daily Mail  suggested  it was Australia’s “most dangerous playground.” Following community concerns, the park’s tunnel slide was  replaced  in May with another slide with less “momentum.”

Over multiple visits to the park in June, we recruited 302 adults to complete a survey about their children’s park use. We then followed up with a closed Facebook group of 56 parents from the same group.

READ MORE: From pests to pollutants, keeping schools healthy and clean is no simple task

The benefits of risk

We asked parents to share their views about the park, and they told us risky park play had many benefits. These included allowing children to:

• be challenged and solve problems

• connect to the outdoors

• direct their own play

• be physically active

• be creative and curious

• demonstrate confidence and independence and

• build social capacity, by sharing equipment and taking turns.

As one parent told us: “The look on children’s faces as they reach the top of climbing ropes and start walking across the bridges is fabulous — grit and determination, followed by a big deep breath. …”

Another parent spoke of the importance of giving kids the opportunity to “make their own decisions about the risk they want to take, how high or how fast they will go.”

Yet another parent described how the park gave children the “freedom to play in any way they feel comfortable.”

READ MORE: Bluey teaches children and parents alike about how play supports creativity — and other life lessons

How to support your child in outdoor, risky play

So next time you go to the park, how can you support your child to take appropriate risks? Here are some tips, based on  our work  on children, risk and outdoor play:

Start with a positive mindset:  Playgrounds are designed to develop physical and social skills. So be prepared for your child to try new things at the park (rather than just play it safe with the same old equipment).

Be ready to support — and to stand back:  There are times when it is best to stand back and let children experience the equipment or the area for themselves. There are others where parents are needed. So keep a monitoring eye on things. But don’t assume you will be helping all the time.

Language matters:  Try to steer away from language such as “be careful.” This can set children up to be afraid of a situation. Reframe your language to something more supportive such as “Is there a stronger piece of wood to put your foot on?” or “Have you seen the hole over there?”

You could also say something like, “Look around, do you want to explore left or right?” This prompts your child to think about the best approach for them and builds self-confidence and problem-solving skills.

Give useful advice:  Help children with specific guidance on how to use equipment safely. For example, when climbing you could say, “Use three points of contact, two hands and one foot on that ladder.”

Let the child decide:  Allow your child to decide what pieces of equipment they use and how far they climb. Do not push them to complete activities they are not comfortable with. And by the same token, intervene only when the equipment is clearly above their skill development level.

Have fun:  Show excitement, join in the imaginative games and reinforce the message that it is acceptable to say no or yes to challenge — both choices are OK!

READ MORE: Can parents give their children too much attention?

Tonia Gray is a professor in the Centre for Educational Research at Western Sydney University in Australia. Jaydene Barnes is an associate lecturer at Western Sydney University. Marion Sturges is an academic professional adviser and lecturer in education at Western Sydney University. The authors wish to acknowledge Amanda Lloyd, who contributed to the research on which this article is based. The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article and have disclosed no relevant affiliations beyond their academic appointment.

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Maximizing Customer Service Performance: Active Listening Exercises for Success

In today’s competitive business environment, customer service stands as a cornerstone of success for any organization.  Effective communication skills , particularly active listening, are vital in fostering positive client relationships and ensuring customer satisfaction.

Active listening involves more than just hearing the words spoken—it requires attention to the tone of voice, body language, and the emotions behind the conversation. It’s an essential skill that can significantly enhance the interaction between service providers and customers.

In this article, we’ll explore:

• The fundamentals and benefits of active listening in customer service.
• Practical strategies for integrating active listening into your customer service processes.
• How Unicom leverages these techniques in its 24-hour Call Center Services to deliver outstanding customer care.

Whether you’re looking to refine your approach or overhaul your customer service capabilities, you’re in the right place to learn how to effectively listen, engage, and succeed. Let’s start!

The Fundamentals of Active Listening in Customer Service

Active listening is a dynamic process that requires the listener to fully concentrate, understand, respond, and then remember what is being communicated. Unlike passive listening, where the listener might merely hear the speaker’s words, active listening demands involvement and engagement with both the content and the context of the message. According to the  International Journal of Listening , effective active listening promotes better mutual understanding and can significantly enhance the interpersonal dynamics between a customer service representative and a customer.

Key Components of Active Listening

• Paying Attention : The first step in active listening is to give undivided attention to the speaker. This involves not only listening to the words but also observing non-verbal cues like body language, tone of voice, and facial expressions. Paying attention helps in gauging the emotion behind the words and tailoring the response accordingly.
• Withholding Judgment : Active listening requires an open mind. By withholding judgment, active listeners can create a safe space for speakers to express themselves freely. This is crucial in customer service, where understanding the customer’s viewpoint without bias is essential for resolving conflicts and providing solutions.
• Reflecting : This involves mirroring back the conversation partner’s message, both verbally and non-verbally. Reflecting can affirm to the customer that their message is being heard and understood. It’s a powerful tool that can defuse tensions and display empathy.
• Clarifying and Summarizing : To avoid misunderstandings, it’s vital to ask open-ended genuine questions and follow-up questions. Clarifying helps in digging deeper into the customer’s issues while summarizing ensures that both parties are on the same page.
• Sharing : Effective active listening culminates in comfortable sharing, where the listener contributes constructively to the conversation. This might include providing solutions, giving advice, or even sharing similar experiences, thereby enriching the dialogue and making the interaction more engaging and helpful.

Curious to learn more about the essentials of active listening? You’ll want to read  Active Listening Customer Service: Key to Business Success .

Integrating Active Listening into Customer Service

To integrate active listening effectively, customer service training programs often involve role-playing exercises, active listening activities, and discussion sessions that focus on empathic listening, recognizing non-verbal cues, and responding appropriately. Training also emphasizes the importance of emotional empathy and cognitive empathy, which help in understanding both the emotional state and the thought process of the customer.

Effective  communication in customer service  is not just about resolving the issue at hand but also about building a relationship with the customer that is based on trust and understanding. Active listening is a cornerstone of customer interaction that fosters genuine connections and leads to higher customer satisfaction and loyalty.

By incorporating active listening strategies, companies can transform their customer service from functional transactions to meaningful interactions.

Benefits of Active Listening in Customer Service

Active listening is a powerful tool in the customer service tool kit, enhancing every interaction and bringing substantial benefits to businesses. This strategy focuses not only on the words being said but also on the underlying emotions and intentions, using verbal and nonverbal communication cues like body posture and tone to foster effective interpersonal communication. The benefits are multi-faceted, from boosting customer satisfaction and retention to improving the efficiency of service delivery.

Increased Customer Satisfaction through Better Problem Resolution

Active listening directly contributes to more effective problem resolution, which is a cornerstone of high customer satisfaction. This improvement comes from the listener’s ability to grasp not just the immediate concerns of the customer, but also underlying issues that may not be explicitly stated. By engaging in empathic listening and responding with tailored solutions, customer service representatives (CSRs) address problems more comprehensively, often preempting future issues.

Discover  How to Improve Problem Solving Skills in Customer Service .

Improved Customer Retention by Enhancing Loyalty

Feeling heard and understood is a fundamental human need, and it plays a critical role in customer loyalty. A  Khoros report  indicates that 83% of customers are likely to remain with a brand if it responds and  resolves their complaints . Active listening fosters this connection, with CSRs who employ techniques such as reflecting emotions, clarifying points, and summarizing needs, making customers feel valued and respected.

Enhanced Service Efficiency with Streamlined Problem-Solving

Active listening also improves the efficiency of service interactions. This efficiency is achieved because active listening helps to clarify the issue more quickly, reducing the time spent on back-and-forth clarifications. Techniques such as using open-ended questions to gather complete information, employing follow-up questions to delve deeper, and confirming understanding through summarization ensure that the problem is fully understood as quickly as possible, allowing for faster resolution.

Furthermore, by minimizing misunderstandings, active listening reduces the likelihood of repeat calls, a key metric in customer service efficiency. The ability to get it right the first time not only saves operational costs but also  improves the customer’s overall experience .

The implementation of an active listening process in customer service settings is a strategic decision that pays dividends across various aspects of customer interaction. It’s an essential skill for any customer-facing team, leading to improved satisfaction, greater loyalty, and enhanced operational efficiency.

Strategies for Implementing Active Listening in Customer Service

Training is foundational in cultivating a team skilled in attentive listening. Customer service representatives who undergo formal training in active listening techniques handle calls more effectively than those who do not. Key training techniques include:

• Role-Playing Exercises : Simulating customer interactions to practice responding to a variety of scenarios, helping agents  develop empathy  and improve their ability to decipher underlying customer emotions and needs.
• Active Listening Games : Activities designed to sharpen listening skills, such as the “Repeat and Reflect” game where participants echo their partner’s statement before adding their response, ensuring they fully grasp the message.
• Discussion  Sessions : Regular class discussions and follow-up discussions that allow representatives to share experiences and strategies for overcoming listening challenges.

Training also emphasizes the importance of body language and tone of voice in communication, teaching agents how to read non-verbal cues and modulate their vocal responses to better align with the emotional state of the customer.

Tools and Technologies to Improve Active Listening

Leveraging the right tools can significantly boost the effectiveness of active listening strategies.  CRM (Customer Relationship Management) systems  play a critical role here, providing agents with access to customer history and personal details that inform a more personalized and responsive interaction.

Advanced technologies like AI analytics can further improve listening by analyzing customer sentiment and feedback in real-time, offering agents actionable insights into the customer’s emotional state. According to a report by  Accenture , companies that integrate AI tools in their customer service platforms will see a 40% boost in profit by 2035.

Regular Feedback and Performance Assessments

Continuous improvement in active listening skills requires ongoing feedback and assessments. This can be facilitated through:

• Direct Reports and Regular Reviews : Regular performance reviews and direct feedback from supervisors help agents identify areas for improvement and celebrate successes in active listening.
• Customer Feedback Mechanisms : Implementing systems to gather and analyze customer feedback post-interaction can provide valuable insights into how well representatives are listening and responding to customers.

Effective implementation of active listening in customer service is not a one-time training event but a continuous process that involves educational activities, supportive technologies, and consistent feedback mechanisms.

Unicom: Pioneering Exceptional Customer Service Through Active Listening

Unicom has established itself as a leader in the customer service sector, offering 24-hour Call Center Services, Answering Service, and Virtual Receptionist Services that set the industry standard for excellence. With a strong emphasis on active listening, Unicom transforms every customer interaction into a positive and memorable experience.

Overview of Unicom’s Customer Service Offerings

Unicom provides a comprehensive suite of services designed to meet the diverse needs of its clients. These services include:

• 24-Hour Call Center Services : Unicom’s round-the-clock call center ensures that no customer query goes unanswered, no matter the time of day.
• Answering Services : Trained professionals handle incoming calls with courtesy and efficiency, providing information and routing calls as necessary.
• Virtual Receptionist Services : Offering a personal touch, Unicom’s virtual receptionists manage appointments, take detailed messages, and support your business’s daily communication needs.

Commitment to Active Listening

Unicom’s training programs are deeply embedded with active listening exercises and strategies, ensuring that agents not only hear but truly understand and empathetically respond to callers.

• Active Listening   Training : Unicom invests in continuous training that emphasizes empathic listening, effective communication, and customer care excellence.
• Feedback and Continuous Improvement : Regular assessments and feedback ensure that active listening remains at the core of all customer interactions, driving consistent improvements in service delivery.

Visit our website or  contact us directly for a quote . Experience the Unicom difference today, and transform your customer service into your biggest asset.  Get in touch today !

Unicom Teleservices

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Hey everyone, I've been hearing about Jesuit institutions while researching colleges. Can anyone explain what a Jesuit institution is and what makes it unique compared to other universities? Thanks!

Hi there! Jesuit institutions are colleges and universities that are affiliated with the Society of Jesus, a Roman Catholic religious order founded by Saint Ignatius of Loyola in 1540. Jesuit institutions place a strong emphasis on intellectual development, social justice, and service to others. While they are rooted in Catholic tradition, they welcome students from all faiths and backgrounds, and aim to foster personal and moral growth alongside academic achievements.

What sets Jesuit institutions apart from other universities is their educational philosophy, known as "cura personalis" or "care for the whole person." This means that these schools focus on educating not just the intellect, but also the emotional, spiritual, and ethical aspects of a student's life. Jesuit schools also emphasize a well-rounded education that encourages critical thinking and problem-solving skills, following the humanities and liberal arts tradition. The goal is to create graduates who are thoughtful, compassionate global citizens dedicated to the greater good.

In addition to their focus on holistic education, Jesuit institutions are known for their strong sense of community and commitment to social justice. Students at these schools are encouraged to engage in service projects, volunteer work, and community outreach as part of their academic experience. This helps students develop empathy, a sense of responsibility, and a commitment to making a difference in the world.

While Jesuit institutions maintain their religious roots, they are highly inclusive and diverse. Religion courses may be part of the core curriculum, but they often take a comparative and analytical approach, rather than solely focusing on Catholic doctrine. Spiritual exploration and dialogue are encouraged, but students are not pressured to embrace a Catholic faith.

Some well-known Jesuit institutions in the U.S. include Georgetown University, Boston College, Santa Clara University, Loyola University Chicago, and Fordham University, among others. If you value a well-rounded education that emphasizes personal growth, ethical development, and social responsibility, a Jesuit institution might be a great fit for you!

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Art thrives here

There’s something special about experiencing art in Waterloo’s gallery and studio spaces at East Campus Hall

A fine arts education offers students a chance to develop skills that move off the page into the world. Whether they’re working with paint, textiles, or code, fine arts at Waterloo means hands-on discoveries, creativity, and problem-solving. And it often means engaging with and exhibiting for the public. Waterloo’s Department of Fine Arts based in East Campus Hall offers more ways for community members to experience art, on and off campus.

UWAG: bringing Canada’s art scene to Waterloo

When Ivan Jurakic looks for artists to exhibit at The University of Waterloo Art Gallery (UWAG), he’s thinking beyond the gallery’s four walls. As curator of UWAG, Jurakic considers how a visiting artist’s work might relate to the work of current Fine Arts students, or to larger issues at play on campus.

Founded in 1974, UWAG shows early- and mid-career Canadian and international artists and hosts the Fine Arts senior undergraduate show and MFA thesis exhibitions. It’s also a hub where students can network with professional artists and gallery visitors. Visiting artists give artist talks or studio visits at Waterloo’s Fine Arts department. Jurakic himself does studio visits with undergraduates and consults with graduate students as they develop their thesis exhibitions.

“My role as a curator is to keep my eye on what’s happening internationally and nationally and try to find a way to represent that locally,” says Jurakic. “Our students get to see exhibitions up the hallway from their studios that they might have to travel out of town to see otherwise. It’s important to me that the shows we present are high-calibre, progressive, forward-facing—because that’s what the university represents, to me.”

Top banner and above photo credit: Scott Lee.

SAIL: Waterloo’s artmobile

For Cooper, it’s a way to give Fine Arts students hands-on experience in curation and arts education. With her guidance, students curate shows to be displayed inside the Airstream, and design high quality, free art experiences for visitors of all ages.

“There’s something about SAIL—it is magic. It’s that spirit of grassroots and community,” says Cooper.

Since 2017, SAIL has travelled around Waterloo Region delivering free pop-up art labs and exhibiting some of the many talented artists at UWaterloo. “I think we’ve worked with thirty different city partners over the years,” adds Cooper. “I’m always trying to up the ante and elevate the experience a bit! We’ve done linocuts and monoprints, we’ve made handmade paper. And our students are very excited to do the curation—to showcase their peers or bring in artists they love, to do all the marketing and write the statement.”

SAIL photo credit: Tara Cooper.

The Longhouse Labs: space for Indigenous artists

UWaterloo’s newest space for art is the Longhouse Labs (LLabs): a project to celebrate, learn from, and build Indigenous arts leadership through hosting Indigenous artists and their work. Longhouse Fellows are visiting artists with dedicated studio and gallery space at LLabs and offer mentorship and knowledge-sharing with Waterloo’s fine arts community. 

LLabs is directed by Logan MacDonald, a professor in Fine Arts and a Canada Research Chair (CRC) in Indigenous Art. A visual artist of mixed European and Mi’kmaq ancestry, he belongs to the Elmastukwek people of Ktaqmkuk territory (Bay of Islands, Newfoundland).

The Longhouse Labs “reimagines what collaboration and community intersections can look like within an institutional setting,” says MacDonald. “The project is about empowering and creating dedicated space for Indigenous-led experiences and learning.”

Learn more about MacDonald’s art practice and vision for the Longhouse Labs.

Visit East Campus Hall for Reunion 2024 when all three gallery spaces are open — Saturday, June 1, 10:00 a.m. to 5:00 p.m. UWAG features MFA thesis exhibits by Charlie Star and Ashley Beerdat ; Longhouse Labs exhibits a beaded map of the Haldimand Tract by Bead the Tract ; and the SAIL Airstream is open in the East Campus Hall parking lot.

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The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations .

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Research Technician, Chemical Process Technologies

Are you interested in raw material sustainability and circular economy and looking for a new job opportunity in the field? Would you like to do impactful research in the cutting edge of natural sciences with superb colleagues who are top expert in their field? VTT might be just the place for you.  

VTT is one of the leading applied research organisations in Europe. What unites us are curiosity, a passion for learning and a purpose: to solve the biggest challenges of our time and turn them into sustainable growth and well-being. Our cross-disciplinary community of over 2000 brilliant minds is focused on creating impact through science-based innovation. Get to know us further by exploring VTT’s research infra at  VTT World .   

We are now looking for a Research Technician to join our Chemical process technology team in Jyväskylä. 

Your key goal is to contribute to the research projects related to the development of new industrial process technologies, with a focus on separation technologies. In this position, you will have a major role in demonstrating and upscaling research for our customers. Your research activities include pilot, bench and laboratory scale research and test work. 

With us you will participate in planning and implementation of projects in the field of separation technology and downstream processing. The work includes experimental work from laboratory to pilot scale and you will be part of our Chemical process technology team in Jyväskylä. 

Our team, Chemical process technologies, works on developing and up-scaling processes and technologies from lab to pilot scale in a wide industrial range. Typical projects focus on solving challenges related to the valuable recovery and innovative reuse of side streams with the help of conventional and advanced separation technologies. We have unique pilot facilities and a recognized team with competence of more than 30 years in collaboration with industry and universities and institutes around the world from different sectors. 

Read more about our team’s research: 

VTT Bioruukki pilot centre | VTT (vttresearch.com)  

Industrial chemistry infrastructure | VTT (vttresearch.com)  

Scaling up customers’production at VTT’s renewed | VTT News (vttresearch.com)  

Your responsibilities as Research Technician: 

• Operation, maintenance and development of separation and downstream technology related test work equipment, applications and infrastructure at VTT. 
• Participating in safety and quality development within the projects, equipment and workspaces in use. 
• Collaborating in research team and project groups. 
• Participating in reporting of research projects. 

Who we are looking for: 

• A technical education and relevant experience in process or chemical engineering or a closely related field. 
• Experience and understanding of separation technologies, such as solid/liquid separation and membrane technologies. 
• Previous experience of working in process industry or applied research in laboratory, bench and pilot scale. 
• Ability and willingness to learn how to operate process equipment and understand process and product testing requirements. 
• Willingness to travel occasionally to customers or project locations. 
• Good English skills, both written and spoken.   

It’s an advantage if you also have some of these: 

• A proven track-record in industrial separation and downstream technologies is a benefit. 
• Knowledge of various separation technologies, e.g.  
• membrane separation 
• solid/liquid separation 
• precipitation 
• crystallization 
• evaporation 
• ion exchange 
• adsorption 
• electrodialysis. 
• Knowledge of waste and process water treatment, mining and metallurgy, oil refining or pulp and paper industry. 

As a person, we hope that you are: 

• Enjoy challenges and have a strong passion for work. 
• Are an open-minded and innovative person enjoying hands-on problem solving. 
• Are eager to work with new topics and methods, even out of your comfort zone to achieve the set ambitious goals. 
• Consider the impact of your actions prioritizing safety and quality. 
• Have excellent collaboration skills within the research team and project group.  

With VTT, you’ll enjoy: 

Natural sciences with an impact. VTT works on the cutting-edge of natural sciences, and we’ve invested into building state-of-the-art research facilities for natural sciences, such as the Bioruukki pilot infrastructure for bio- and circular economy. Our research agenda is dedicated to solving systemic and technological challenges, such as reaching carbon neutrality and unleashing the power of synthetic biology. That means that at VTT, your expertise in natural sciences will go towards creating real impact. Read more about our strategy –  the path of exponential hope .  

Superb colleagues and community. With VTT, you’ll join a community of over 2000 multidisciplinary experts who foster a culture of trust, openness and sharing knowledge. We work truly across disciplines, and house all the cutting-edge sciences from quantum computing to synthetic biology under one roof. Collaborating with superb colleagues is a source of learning, inspiration, and fun.    

Excellent career in research. At VTT, excellence in research is a strategic priority. We offer long-term positions and stable career paths in top-level research. People tend to stay with us over 10 years since there are always new roles and responsibilities to grow into. A combination of cutting-edge academic research and applied customer projects keeps your career path interesting. 

Support for your well-being. Our people are our main asset, so we take good care of them. We aim to nurture great team spirit and leadership and offer versatile well-being services to enable a good work–life balance. On top of 6 weeks of paid holidays we offer exercise and culture benefits, hobby clubs, and voluntary well-being services such as meditation programmes and trainings on cognitive ergonomics.      

Apply now and join our community of brilliant minds! 

Please send your CV and application with your salary request via our recruitment system as soon as possible but at the latest by 26 May. We will process applications as they come in and fill in the position as soon as we find the right candidate. 

Interested and want to hear more? 

For further information, please contact Research Team Leader Tuomas van der Meer, [email protected], +358 50 473 6218 on 17.5 13-14. 

We look forward to hearing from you! 

Location: Jyväskylä 

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