problem solving in retail examples

26 Expert-Backed Problem Solving Examples – Interview Answers

Published: February 13, 2023

Interview Questions and Answers

Actionable advice from real experts:

Biron Clark

Former Recruiter

Contributor

Dr. Kyle Elliott

Career Coach

Hayley Jukes

Editor-in-Chief

Biron Clark , Former Recruiter

Kyle Elliott , Career Coach

Hayley Jukes , Editor

As a recruiter , I know employers like to hire people who can solve problems and work well under pressure.

A job rarely goes 100% according to plan, so hiring managers are more likely to hire you if you seem like you can handle unexpected challenges while staying calm and logical.

But how do they measure this?

Hiring managers will ask you interview questions about your problem-solving skills, and they might also look for examples of problem-solving on your resume and cover letter.

In this article, I’m going to share a list of problem-solving examples and sample interview answers to questions like, “Give an example of a time you used logic to solve a problem?” and “Describe a time when you had to solve a problem without managerial input. How did you handle it, and what was the result?”

Problem-solving involves identifying, prioritizing, analyzing, and solving problems using a variety of skills like critical thinking, creativity, decision making, and communication.
Describe the Situation, Task, Action, and Result ( STAR method ) when discussing your problem-solving experiences.
Tailor your interview answer with the specific skills and qualifications outlined in the job description.
Provide numerical data or metrics to demonstrate the tangible impact of your problem-solving efforts.

What are Problem Solving Skills?

Problem-solving is the ability to identify a problem, prioritize based on gravity and urgency, analyze the root cause, gather relevant information, develop and evaluate viable solutions, decide on the most effective and logical solution, and plan and execute implementation.

Problem-solving encompasses other skills that can be showcased in an interview response and your resume. Problem-solving skills examples include:

Critical thinking
Analytical skills
Decision making
Research skills
Technical skills
Communication skills
Adaptability and flexibility

Why is Problem Solving Important in the Workplace?

Problem-solving is essential in the workplace because it directly impacts productivity and efficiency. Whenever you encounter a problem, tackling it head-on prevents minor issues from escalating into bigger ones that could disrupt the entire workflow.

Beyond maintaining smooth operations, your ability to solve problems fosters innovation. It encourages you to think creatively, finding better ways to achieve goals, which keeps the business competitive and pushes the boundaries of what you can achieve.

Effective problem-solving also contributes to a healthier work environment; it reduces stress by providing clear strategies for overcoming obstacles and builds confidence within teams.

Examples of Problem-Solving in the Workplace

Correcting a mistake at work, whether it was made by you or someone else
Overcoming a delay at work through problem solving and communication
Resolving an issue with a difficult or upset customer
Overcoming issues related to a limited budget, and still delivering good work through the use of creative problem solving
Overcoming a scheduling/staffing shortage in the department to still deliver excellent work
Troubleshooting and resolving technical issues
Handling and resolving a conflict with a coworker
Solving any problems related to money, customer billing, accounting and bookkeeping, etc.
Taking initiative when another team member overlooked or missed something important
Taking initiative to meet with your superior to discuss a problem before it became potentially worse
Solving a safety issue at work or reporting the issue to those who could solve it
Using problem solving abilities to reduce/eliminate a company expense
Finding a way to make the company more profitable through new service or product offerings, new pricing ideas, promotion and sale ideas, etc.
Changing how a process, team, or task is organized to make it more efficient
Using creative thinking to come up with a solution that the company hasn’t used before
Performing research to collect data and information to find a new solution to a problem
Boosting a company or team’s performance by improving some aspect of communication among employees
Finding a new piece of data that can guide a company’s decisions or strategy better in a certain area

Problem-Solving Examples for Recent Grads/Entry-Level Job Seekers

Coordinating work between team members in a class project
Reassigning a missing team member’s work to other group members in a class project
Adjusting your workflow on a project to accommodate a tight deadline
Speaking to your professor to get help when you were struggling or unsure about a project
Asking classmates, peers, or professors for help in an area of struggle
Talking to your academic advisor to brainstorm solutions to a problem you were facing
Researching solutions to an academic problem online, via Google or other methods
Using problem solving and creative thinking to obtain an internship or other work opportunity during school after struggling at first

How To Answer “Tell Us About a Problem You Solved”

When you answer interview questions about problem-solving scenarios, or if you decide to demonstrate your problem-solving skills in a cover letter (which is a good idea any time the job description mentions problem-solving as a necessary skill), I recommend using the STAR method.

STAR stands for:

It’s a simple way of walking the listener or reader through the story in a way that will make sense to them.

Start by briefly describing the general situation and the task at hand. After this, describe the course of action you chose and why. Ideally, show that you evaluated all the information you could given the time you had, and made a decision based on logic and fact. Finally, describe the positive result you achieved.

Note: Our sample answers below are structured following the STAR formula. Be sure to check them out!

EXPERT ADVICE

Dr. Kyle Elliott , MPA, CHES Tech & Interview Career Coach caffeinatedkyle.com

How can I communicate complex problem-solving experiences clearly and succinctly?

Before answering any interview question, it’s important to understand why the interviewer is asking the question in the first place.

When it comes to questions about your complex problem-solving experiences, for example, the interviewer likely wants to know about your leadership acumen, collaboration abilities, and communication skills, not the problem itself.

Therefore, your answer should be focused on highlighting how you excelled in each of these areas, not diving into the weeds of the problem itself, which is a common mistake less-experienced interviewees often make.

Tailoring Your Answer Based on the Skills Mentioned in the Job Description

As a recruiter, one of the top tips I can give you when responding to the prompt “Tell us about a problem you solved,” is to tailor your answer to the specific skills and qualifications outlined in the job description.

Once you’ve pinpointed the skills and key competencies the employer is seeking, craft your response to highlight experiences where you successfully utilized or developed those particular abilities.

For instance, if the job requires strong leadership skills, focus on a problem-solving scenario where you took charge and effectively guided a team toward resolution.

By aligning your answer with the desired skills outlined in the job description, you demonstrate your suitability for the role and show the employer that you understand their needs.

Amanda Augustine expands on this by saying:

“Showcase the specific skills you used to solve the problem. Did it require critical thinking, analytical abilities, or strong collaboration? Highlight the relevant skills the employer is seeking.”

Interview Answers to “Tell Me About a Time You Solved a Problem”

Now, let’s look at some sample interview answers to, “Give me an example of a time you used logic to solve a problem,” or “Tell me about a time you solved a problem,” since you’re likely to hear different versions of this interview question in all sorts of industries.

The example interview responses are structured using the STAR method and are categorized into the top 5 key problem-solving skills recruiters look for in a candidate.

1. Analytical Thinking

Situation: In my previous role as a data analyst , our team encountered a significant drop in website traffic.

Task: I was tasked with identifying the root cause of the decrease.

Action: I conducted a thorough analysis of website metrics, including traffic sources, user demographics, and page performance. Through my analysis, I discovered a technical issue with our website’s loading speed, causing users to bounce.

Result: By optimizing server response time, compressing images, and minimizing redirects, we saw a 20% increase in traffic within two weeks.

2. Critical Thinking

Situation: During a project deadline crunch, our team encountered a major technical issue that threatened to derail our progress.

Task: My task was to assess the situation and devise a solution quickly.

Action: I immediately convened a meeting with the team to brainstorm potential solutions. Instead of panicking, I encouraged everyone to think outside the box and consider unconventional approaches. We analyzed the problem from different angles and weighed the pros and cons of each solution.

Result: By devising a workaround solution, we were able to meet the project deadline, avoiding potential delays that could have cost the company $100,000 in penalties for missing contractual obligations.

3. Decision Making

Situation: As a project manager , I was faced with a dilemma when two key team members had conflicting opinions on the project direction.

Task: My task was to make a decisive choice that would align with the project goals and maintain team cohesion.

Action: I scheduled a meeting with both team members to understand their perspectives in detail. I listened actively, asked probing questions, and encouraged open dialogue. After carefully weighing the pros and cons of each approach, I made a decision that incorporated elements from both viewpoints.

Result: The decision I made not only resolved the immediate conflict but also led to a stronger sense of collaboration within the team. By valuing input from all team members and making a well-informed decision, we were able to achieve our project objectives efficiently.

4. Communication (Teamwork)

Situation: During a cross-functional project, miscommunication between departments was causing delays and misunderstandings.

Task: My task was to improve communication channels and foster better teamwork among team members.

Action: I initiated regular cross-departmental meetings to ensure that everyone was on the same page regarding project goals and timelines. I also implemented a centralized communication platform where team members could share updates, ask questions, and collaborate more effectively.

Result: Streamlining workflows and improving communication channels led to a 30% reduction in project completion time, saving the company $25,000 in operational costs.

5. Persistence

Situation: During a challenging sales quarter, I encountered numerous rejections and setbacks while trying to close a major client deal.

Task: My task was to persistently pursue the client and overcome obstacles to secure the deal.

Action: I maintained regular communication with the client, addressing their concerns and demonstrating the value proposition of our product. Despite facing multiple rejections, I remained persistent and resilient, adjusting my approach based on feedback and market dynamics.

Result: After months of perseverance, I successfully closed the deal with the client. By closing the major client deal, I exceeded quarterly sales targets by 25%, resulting in a revenue increase of $250,000 for the company.

Tips to Improve Your Problem-Solving Skills

Throughout your career, being able to showcase and effectively communicate your problem-solving skills gives you more leverage in achieving better jobs and earning more money .

So to improve your problem-solving skills, I recommend always analyzing a problem and situation before acting.

When discussing problem-solving with employers, you never want to sound like you rush or make impulsive decisions. They want to see fact-based or data-based decisions when you solve problems.

Don’t just say you’re good at solving problems. Show it with specifics. How much did you boost efficiency? Did you save the company money? Adding numbers can really make your achievements stand out.

To get better at solving problems, analyze the outcomes of past solutions you came up with. You can recognize what works and what doesn’t.

Think about how you can improve researching and analyzing a situation, how you can get better at communicating, and deciding on the right people in the organization to talk to and “pull in” to help you if needed, etc.

Finally, practice staying calm even in stressful situations. Take a few minutes to walk outside if needed. Step away from your phone and computer to clear your head. A work problem is rarely so urgent that you cannot take five minutes to think (with the possible exception of safety problems), and you’ll get better outcomes if you solve problems by acting logically instead of rushing to react in a panic.

You can use all of the ideas above to describe your problem-solving skills when asked interview questions about the topic. If you say that you do the things above, employers will be impressed when they assess your problem-solving ability.

More Interview Resources

3 Answers to “How Do You Handle Stress?”
How to Answer “How Do You Handle Conflict?” (Interview Question)
Sample Answers to “Tell Me About a Time You Failed”

About the Author

Biron Clark is a former executive recruiter who has worked individually with hundreds of job seekers, reviewed thousands of resumes and LinkedIn profiles, and recruited for top venture-backed startups and Fortune 500 companies. He has been advising job seekers since 2012 to think differently in their job search and land high-paying, competitive positions. Follow on Twitter and LinkedIn .

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10 Common Retail Problems (And How to Solve Them)

In today’s fast-paced business environment, it’s harder than ever for small business retailers to stay up on the latest trends and work to outpace eCommerce stores. With these constant-changing factors, it’s no surprise research shows that half of all retail businesses close in their first two years.

In this cutthroat environment, it can seem as if one mistake can cause a small business to close up shop. Luckily, we’re here to help. Everyone makes mistakes, and that’s okay. We just want to ensure that none of your mistakes affect your small business. Whether you’re experiencing problems in your business or not, here are the 10 most common retail problems and how you can solve them as an entrepreneur.

Problem #1: Neglecting Store Operations

One of the biggest mistakes many retailers make is neglecting their store operations, which in-turn causes them to neglect their customers. The worst thing about this problem is that many entrepreneurs don’t even realize they do this.

Too many retailers have their minds in the wrong place, and instead of focusing on the success and growth of their business, they worry too much about personal accomplishments with the company. They start off with a strong work ethic, but when they see small successes, their motivation lessens, and they begin to coast.

The best businesses strive for upward growth and don’t stop, even when they receive praise and admiration. So if you feel like you’re starting to coast as a business owner, it’s time to get back on track.

The Solution

To improve store operations, entrepreneurs can work to take a more hands-on approach to their management. They should be present at the storefront and work to engage customers and employees. Retailers should strive to be aware of their business in all aspects and work on progressing, even if it seems as if they’ve hit their peak. When business owners are actively involved with business operations, they can create a positive culture for their employers and consumers.

Problem #2: Declining Quality Customer Service

The sad truth of the 21 st Century is that if customers don’t have a positive experience at a storefront, they can just purchase the product they want online. This is why poor customer service is such a serious retail problem. It’s important that businesses make an effort to accommodate their customers’ needs because if customers don’t feel appreciated, they will stop visiting physical stores.

You can improve your company’s customer service by showing customers that you respect and value them. Be aware of their wants and needs and show them that you pay attention to detail. You can offer personalized services, unique offerings, or even just a smile and conversation. A little will go a long way. Just think about how you would want to be treated as a customer and what would positively stand out to you during your shopping experience.

Problem #3: Forgetting About the Data

Numbers can sometimes be confusing or unappealing, but to a business owner, you have to be aware of what numbers your business is driving and what they mean. You can’t just sit back and hope that you’re generating a positive cash flow. You must be hands-on and know where your money is coming from and where it goes.

It’s good to be passionate about your business and start a company because you care about it, but you also need to take the next step to help it succeed by being data driven. Many entrepreneurs make decisions only based off emotion, but you also need to take trends and statistics into account.

If you know about data but aren’t applying your knowledge, work to make your decisions more number driven. If you aren’t comfortable with numbers or finances, educate yourself by reading, taking a course, or asking someone for help.

When you gain knowledge and insight, work to make decisions based on a mix of logical and emotional reasoning. Don’t rely solely about how you feel about your business but use your passion to learn about the data you’ve collected and make strategic, smart decisions with both elements together.

Problem #4: Failing to Adapt

You’ve probably had to adapt a lot within the past few years as new technology and trends have emerged. But businesses have been adapting since the start of time, and positive change is a good thing so don’t push it away.

Being outdated can be the demise of a small business, so make sure to stay current with the latest trends. Small businesses are already a big trend, so you’re already partly there!

To continue adapting, ask yourself and the people around you questions, and take time to think about the answers. Ask “what if” and “why” more often and be open to input. If your company is very outdated, it might be time to reevaluate your business. It can also be beneficial to see what other small businesses are doing to adapt. For example, you might want to update your company’s website or create a social media presence. Whatever you decide to do, just be ready for what’s next!

Problem #5: Underestimating Commitment to the Store

Some small business owners forget that opening a retail store comes with many consuming tasks such as a nonstop cycle of buying, marketing, displaying, and selling products. This process can sometimes be very overwhelming and demanding for some entrepreneurs. It also means that business owners endure long days or nights, nonstop ordering, and bill paying. Even though this can be tiresome, the minute you put it on the back burner, your small business can start to fail.

Of course, you can hire more employees, but it’s not always that easy.

You need to make your storefront a priority, because if you’re not looking after it, no one will. Take the time to get organized and create a schedule for taking inventory, ordering stock, and selling products. It’s going to be a lot of work, so hire team members if you need extra hands on deck. But remember the importance of being committed to your store, and know that if you are committed, so will your employees and customers.

Problem #6: Trying to Do It Alone

With a lot of responsibilities as a small business owner, there does come a time when you need to delegate tasks and onboard more team members. Your business won’t be able to grow and develop if you spend all your time bogged down by stressful tasks and don’t leave any room in your schedule to brainstorm or reflect. The time will come when you finally need to take a step back and ask for help.

When you’re finally ready to ask for help, hire and train a carefully selected staff who want your business to succeed just as much as you do. Delegate responsibilities to your new team and have them help with selling, organizing, marketing, inventory, accounting, or any other tasks you need. While they are working, take time to focus on bettering your business and put your effort into doing what you love.

Problem #7: Having an Undeveloped Brand

Sometimes I’ll walk into a store that clearly has an undeveloped brand. Maybe they’re selling too many items and I’m not sure why there are so many random things, or it could be too niched, and I’ll be turned off that I don’t fit the store’s targeted audience.

It’s important that small businesses find a happy medium between these two poles. Don’t have too large of an inventory and overwhelm customers, but also don’t turn customers away by being too niched.

A good rule of thumb is that each item in your store should make sense and contribute to your store’s overall vibe.

To develop your store’s brand, you should first decide on your store’s look and feel. Think about what your store’s personality would be like: how does it talk, what does it wear, what music does it listen to? Ask yourself all those questions and more to establish your branding. Next, curate your merchandise to reflect that brand. Your products should tell a story about your company, and that story should be understood by your customers from the minute they walk in.

Problem #8: Being a Bad Employer

Being a business owner is a tremendous responsibility, but sometimes the recognition and power of owning a business can get to the head of many entrepreneurs. This can create a negative power dynamic and create tension among leaders and employees. The jobs of business owners are to help manage and train people to be better. Thus, everyone should be working collectively for the betterment of the company. If you’re experiencing problems with your team, it might be time for you to take a reality check and see if it’s time to improve your employer-employee relations.

You’ve done amazing things in your life and have reached great successes, but sometimes it comes time for you to humble yourself and reassess your leadership strategies. Don’t be the boss. Be a leader. If you don’t invest in people, then they won’t invest in you or your company. Similarly, if you have a negative work culture, you need to change it. It is your responsibility to set a great example, listen to, and be supportive of your employees. Set an example by being kind and caring about people, but also make sure to separate your work and home lives. Get off your phone and work hard, and your employees will follow suit. Ultimately, you are responsible for your company culture, so work hard to be a good leader and your team will follow.

Problem #9: Ignoring the Market

Many business owners can sometimes turn a blind eye to the market, which can ultimately damage their company and decrease their revenue. Business owners make this mistake by selling items they want to sell rather than selling items their consumers desire. However, it is important to keep updated with new and developing trends and be aware of which items sell and which don’t.

First off, you should take an inventory analysis. An inventory analysis is a way for you to determine which products are worth keeping and what needs to be removed from the shelf. This can help you figure out what items are most popular so you can know what items you need the most of. Sometimes it can be hard to put your feelings aside and remove an item you like, but ultimately you need to focus on the consumers’ demands because their purchases determine the revenue for your business.

Problem #10: Overlooking Business Basics

Time to go back to business 101. As a business owner, it is imperative that you know the business basics and how they apply to your company. It might be hard to believe that this is a common mistake, but trust me, it is. Many business owners try to take short cuts because they think they can, but short cuts don’t get the job done. Proper planning and strategizing are crucial for any successful business and they can’t be avoided.

It’s okay to take time to refresh your basic business skills, but don’t forget or try to bypass the necessities. You need to know how to write a business plan, prepare for hiccups along the way, and handle your money and investments.

Many small business owners make these mistakes, and that’s okay! We want you to learn from your mistakes and continue to grow your business to be the best it can be.

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7 Customer Service Problem-Solving Techniques with Examples

Solving problems in customer service is hard enough. So, to make it easier for you, I’ve organized a list of 7 actionable techniques that will help you with troubleshooting. Check them out!

Written by Tetiana Shataieva

7 Customer Service Problem-Solving Techniques with Examples

Problems themselves are not scary. What really makes our blood freeze is the lack of frameworks in mind for how to solve them. Lists and step-by-step instructions give us a roadmap to troubleshooting and reducing the barriers to success.

Scary situations stop being such if you have the tools to solve them, believe in yourself, and in what you are doing.

Ok then, let’s assume it’s not your first day in customer service, and you know how to act in case of clients’ complaints. How to stand out from the crowd? How to solve common customer service problems more effectively?

Well, that’s where the list of 7 customer service problem-solving techniques can come in handy. I’ve selected the most original and efficient examples. But first things first.

What is problem-solving in customer service?

Solving customers’ problems is more than just fixing the bugs or providing detailed instructions. It’s about being prompt, patient, polite, and staying by their side all the way through. Basically, you need to say what consumers want to hear while not instilling false expectations.

In customer service , clients expect something more meaningful than just a financial solution if the issue has occurred. Survey results suggest that only 43% of respondents are satisfied with refunds. And 50% said they enjoyed the feedback that involved an apology, empathy, or other compensation unrelated to money. Unsurprisingly, 60% stated that they were happier when they received both.

How does bad customer service damage your business?

Many aspiring entrepreneurs ask themselves, ‘ why is customer service important? ‘ There are plenty of reasons, but to put it simply, bad user support is not an option if you want your business to thrive, of course.

Poor customer service is like an illness that, if left untreated, affects all parts of the business until complete destruction.

Let me elaborate here. Imagine a client faces a problem with a product, turns to customer support, doesn’t get proper help, gets annoyed, leaves a bad review, and discourages people from buying from this specific company. Slowly but surely the brand loses its reputation, fewer leads convert, employees leave for competitors, loyal customers switch to alternatives, and eventually, revenue decreases irretrievably. It’s a pretty grim scenario, isn’t it? But it’s exactly what happens if you provide poor customer service and do nothing to improve things.

To make it a lot simpler to understand, here is an infographic.

What happens after poor customer service

Basic customer service problem-solving steps

Acknowledging the importance of good customer support , some companies provide special training to their agents. What they learn, among other things, is a four-step process of solving problems. It’s four simple steps that customer service reps should follow.

Listen to a customer. No doubt, this step is the most crucial one. Ask all the questions about the unpleasant situation to give a complete answer that matches the problem. Don’t interrupt the customer and let them express their feelings if they need to. Be that empathetic ear we all strive for when being sad or angry.
Acknowledge a client’s pain. This step implies agents being understanding of the client’s struggle and admitting it. It’s also a time to paraphrase the problem back to a user to show that you understand it. It proves to the customer that you both are on the same page.
Offer alternative solutions. “It’s not a desperate situation, and we can fix this.” That’s a message you have to convey to a client. Offer an efficient solution and make sure it fits the customer’s needs. It’d be a nice practice to offer some compensation in the form of a voucher, discount, or free item.
Follow-up. It’s the step you can’t go without in customer retention and service otherwise, all previous steps may lose any sense. So, make sure that you win a happy customer and that they are satisfied with the solution. If they still feel unhappy, find a way to gratify them (that’s your job in the end!)

Now that you’re familiar with the concept, it’s time we deepenned the knowledge. How about learning some practical techniques to battle every issue your clients have? Read on.

7 customer service problem-solving techniques

In the race for happy and, therefore loyal customers, creativity and the ability to think outside the box will help a lot. Here are some original customer service problem-solving examples that you might want to apply at your company.

Don’t argue, simply start with an apology It’s an instinct to defend ourselves when someone insults us. But fighting with customers is a ‘red flag’ that results in an even bigger brawl. In most cases, angry clients will be annoyed with something that is not even your fault. However, this won’t stop them from blaming you for all the customer service issues they are facing. In fact, you would often come across customers who have troubles because of their own faults. But you cannot point it out directly. Otherwise, you will shake their faith in your brand. The best problem-solving technique is to apologize first and ask for more information to investigate it. Because it doesn’t really matter whose fault it is if it’s your responsibility to fix it and reduce possible negative consequences. When apologizing, try to be creative. Instead of using a canned response “Sorry for the inconvenience,” send a more human reply. Brief first-response phrases to extinguish the fire and garner customer satisfaction: “Thank you for reaching out! I totally ‘feel’ for you. Here is what I’m going to do to turn things around.” “Wow, I am so sorry to hear that. No wonder, you feel this way. Let’s get things right ASAP.” “I appreciate you letting me know about the issue! I definitely will make sure that it gets sorted.” “Ohh, it sounds like a serious issue. I am so sorry you have to go through this. But you’ve come to the right place to get this resolved.”

new-helpcrunch-home-page_widget-open_Zendesk alternatives

Offer generous compensation I’d say this is the most intuitive technique which rarely comes even in the most detailed customer service checklist . When we make someone feel bad, the immediate reaction is to compensate for the damage and give something in return. This approach immediately defuses a potentially problematic situation. Discounts, free items, or other bonuses direct the customer’s attention to the benefit they’ve just received. So, instead of being angry about an issue, they feel happy with the gift you’ve given them. However, there is a downside to such a tactic – it doesn’t guarantee that a client will return. They can just take a free item and never come back. If you want to attract a customer to use your service again, then consider offering a coupon or voucher for the next purchase. This way, it’s more likely your unhappy buyer will return, giving your company the chance to earn back customer trust and loyalty. Not for nothing, KFC gives vouchers to dissatisfied customers (because it really works magic). Let’s say a consumer orders delivery from the restaurant, receives a package and realizes that a caramel milkshake is missing. They were furious because this milkshake had been the most wanted item, and they texted the support department with a complaint. A friendly support representative apologizes sincerely, makes a refund, and offers a voucher for a free milkshake. The customer’s anger has gone away. Now they are calm and satisfied again, and customer loyalty is not far from being THE case.
Take your apology offline There are those customers you just can’t lose because they form the backbone of your revenue. In such circumstances, it might be necessary to take your apologies to a new level, namely offline. Such a technique allows your unhappy customers to feel special and appreciated. For instance, invite the customer to come to your office and talk properly about the issue and what you can offer them as a workable solution. It shows that their complaint is being taken seriously. I can think of another more creative way to say sorry – send your angry customers a gift in branded packaging. Include some things that most people enjoy, like sweets, tea collection, branded stationery items, etc. The gesture is what counts the most here. There are some firms (Sorry As A Service, for instance) that can help you with that. When your company fails the client in any way, you turn to such a company for help. You list what your “sorry” package should include, and the guys take care of the rest.
Empower your customers to help themselves If you had two options, either resolve an issue by yourself or with the assistance of a customer representative, what would you choose? Interestingly, 67% of respondents go for self-service instead of using communication channels and speaking to a support agent. That’s why we cannot fail to mention this problem-solving technique since it’s the most preferred way for many users. It’s especially true if you target millennials, a tech-savvy generation who got used to researching answers online. Human interactions are only necessary if all the existing ways of troubleshooting fail. In case young users feel that it’s too complicated to find the answers online, they will complain. And, most probably, they won’t text your support agents about their displeasure. Instead, they will go to social media directly to share their negative experience. Twitter, Facebook, Instagram, and now TikTok are today’s users’ weapons against your poor product quality or service. How to ensure a self-help option for your customers? Deploy a knowledge base feature . It’s a ‘help yourself’ functionality that allows users to find answers without a hint of your assistance. If a customer wants a refund, they can chat with your agents and ask ‘how to’ for the thousandth time. Or, they can read a step-by-step help article in your knowledge base. If you decide to go with the HelpCrunch software, you can in-build the knowledge base feature into a live chat widget so that customers don’t have to look for it across the website. This way, customers’ problems have all the chances to be addressed without service reps.

Empathetic and faster responses are the key factors for high-quality customer service. Once users know you are taking care of their issues, they can get back to their daily activities.

While the most damaging thing in problem-solving is silence. In the long term, it can ruin your brand and the company as a whole. Try to reply with an apology message during the first 2-5 minutes after the complaint has been sent.

The question is how to ensure high responsiveness?

For that, savvy companies usually leverage special communication tools, like live chat, chatbot, or knowledge base. And I know the one that might be just the thing. Thanks to its rich functionality, the HelpCrunch help desk software (with a shared inbox in the front) allows your agents to handle up to 5 chats simultaneously. You can test the tool for free for 14 days now.

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How to Effectively Apply Accountability and Problem-Solving Methods in Retail Store Management

In the fast-paced world of retail, success depends on many factors, but none are more important than accountability and problem-solving. These two pillars form the foundation of effective retail store management, allowing businesses to navigate challenges, drive success, and achieve their goals. Like the gears of a well-oiled machine, accountability and problem-solving work together to ensure smooth operations, satisfied customers, and a thriving business.

Table of Contents

The Importance of Accountability in Retail Store Management

Accountability is like a compass that guides the actions and behaviors of everyone in the retail store. It ensures that employees take ownership of their responsibilities, strive for excellence, and deliver outstanding customer service. Without accountability, chaos ensues, and achieving success becomes a distant dream.

Famous management guru Peter Drucker once said, “What gets measured gets improved.” This rings true in the realm of retail, where accountability sets the stage for continuous improvement. When employees are held accountable for their performance, they are more likely to take initiative, meet targets, and exceed expectations.

Think of accountability as the fuel that powers a retail store’s engine. It ignites motivation, promotes teamwork, and fosters a sense of responsibility among employees. When everyone is accountable, the store operates like a well-choreographed dance, with each member playing their part to perfection.

But what exactly does accountability look like in the context of retail store management? Let’s delve deeper into the role of accountability and its impact on store success.

Understanding the Role of Accountability in Retail Store Success

Accountability goes beyond simply assigning tasks and expecting them to be completed. It involves setting clear expectations, providing resources and support, and measuring progress along the way. Without these elements, accountability remains an empty word, devoid of meaning.

Accountability breeds a sense of purpose and commitment among employees. It aligns individual goals with organizational objectives, ensuring that everyone is working towards a common vision. This cohesion creates a strong foundation for success and empowers employees to make decisions that benefit the store as a whole.

When accountability is ingrained in the store’s culture, trust flourishes. Employees trust their managers to support them, and managers trust their team to deliver results. This trust forms the bedrock of a high-performing retail store where confidence and collaboration reign supreme.

Key Benefits of Implementing Accountability Measures in Retail Store Management

Implementing accountability measures in retail store management yields a multitude of benefits. Firstly, it promotes a sense of ownership among employees, leading to increased productivity and efficiency. When employees take ownership of their tasks, they strive to excel and deliver exceptional results.

Accountability also enhances employee engagement. When employees know that their contributions matter and that their work is valued, they become invested in the overall success of the store. This engagement translates into higher job satisfaction, reduced turnover, and an enthusiastic workforce that goes the extra mile for customers.

Moreover, accountability drives innovation and problem-solving. When employees feel accountable for their actions, they are more likely to identify and address issues proactively. Each team member becomes a problem-solver, constantly looking for ways to improve processes, enhance customer experiences, and boost overall performance.

Common Challenges in Holding Employees Accountable in Retail Store Management

While accountability is vital for retail store success, it is not without its challenges. One common obstacle is a lack of clarity and understanding regarding expectations. Employees may struggle to comprehend what is expected of them, leading to confusion and underperformance.

To overcome this challenge, managers must communicate expectations clearly, provide regular feedback, and offer training and development opportunities to enhance employees’ skill set. By investing in their team’s growth, managers equip them to meet and surpass expectations.

Another challenge lies in fostering a culture of accountability. It is not enough to simply mandate accountability; it must be cultivated. Managers can nurture this culture by leading by example, recognizing and celebrating accountability in action, and providing support and resources to facilitate success.

Accountability is the cornerstone of effective retail store management. It empowers employees, drives success, and creates a thriving work environment. By embracing accountability, retail stores can unlock their full potential and achieve remarkable results.

Problem-Solving Methods for Retail Store Management

Accountability may set the stage for success, but problem-solving provides the necessary tools to overcome obstacles and seize opportunities. In the dynamic world of retail, problems are bound to arise, but it’s how they are approached and resolved that sets exceptional stores apart from the rest.

Identifying and analyzing problems is the first step towards effective problem-solving. Like Sherlock Holmes, retail managers must become detectives, examining data, observing customer behavior, and seeking insights into the root causes of issues. By understanding the problem at its core, managers can develop strategies to solve it.

Several renowned psychologists, such as Albert Bandura and Lev Vygotsky, emphasize the importance of self-efficacy and the social environment in problem-solving. Applying their teachings, retail managers can empower their employees, provide the necessary tools and resources, and create a positive, supportive environment that encourages innovative thinking.

Effective Strategies for Problem-Solving in Retail Store Management

When faced with a problem, it is crucial to approach it systematically. One effective strategy is utilizing the Plan-Do-Check-Act (PDCA) cycle, popularized by management guru W. Edwards Deming. This four-step method involves planning a solution, implementing it, evaluating the results, and making adjustments based on the outcomes.

To ensure successful problem-solving, managers must engage their team in the process. Collaborative brainstorming sessions, where ideas flow freely, can lead to breakthrough solutions. Encouraging employees to voice their opinions and perspectives fosters a culture of innovation and creativity, generating ideas that may have otherwise gone unnoticed.

Another valuable strategy is the use of visual aids, such as flowcharts and diagrams, which help employees visualize processes and identify areas for improvement. This visual approach, championed by entrepreneurship expert Alex Osterwalder, simplifies complex problems, making them more manageable and solvable.

Implementing Solutions and Measuring Success in Retail Store Management

Implementing solutions requires a coordinated effort and effective communication. Managers must clearly communicate the solution to the team, outline the steps required for implementation, and ensure that everyone understands their role in executing the plan.

Measuring success is essential to determine the effectiveness of the implemented solution. This can be done through key performance indicators (KPIs) and ongoing monitoring of results. By tracking progress, managers can identify areas of improvement , celebrate successes, and make informed decisions to drive performance.

Integrating Accountability and Problem-Solving in Retail Store Management

While accountability and problem-solving are powerful tools on their own, integrating them creates a synergistic effect that propels retail stores towards greatness. By combining a culture of accountability with effective problem-solving methods, managers can create an environment where success becomes not just a possibility but a reality.

Creating a culture of accountability and problem-solving starts with strong leadership. Just as a conductor leads an orchestra, managers must set the tone, exemplify accountability, and foster an environment where problem-solving is encouraged and celebrated.

An essential aspect of integration is training and development. Retail managers can provide workshops and seminars on accountability and problem-solving, equipping employees with the skills they need to excel. By investing in their team’s growth, managers demonstrate a commitment to their employees’ success and overall store performance.

Monitoring and adjusting accountability and problem-solving methods regularly is another vital step towards integration. As retail stores evolve, so do the challenges they face. Managers must stay vigilant, continuously assessing whether their methods are effective and making adjustments as needed.

Case Studies: Successful Implementation of Accountability and Problem-Solving Methods in Retail Store Management

The best way to understand the impact of accountability and problem-solving methods in retail store management is through real-world examples. Let’s explore three case studies that highlight the transformative power of these approaches.

Case Study 1: Retail Store A – How Accountability and Problem-Solving Transformed Performance

Retail Store A was struggling with sales, employee morale, and customer satisfaction. The management team implemented a comprehensive accountability system, setting clear expectations and providing ongoing feedback. They also encouraged employees to contribute their ideas for problem-solving.

As a result, the store witnessed a remarkable turnaround. Sales increased by 20%, employee morale improved, and customer satisfaction soared to new heights. By empowering employees and fostering a culture of accountability and problem-solving, Retail Store A proved that success is attainable for those who dare to take ownership.

Case Study 2: Retail Store B – Overcoming Challenges through Accountability and Problem-Solving

Retail Store B faced a unique challenge: an inefficient inventory management system that led to frequent stockouts and frustrated customers. The management team implemented an accountability framework that involved tracking inventory levels, analyzing data, and developing strategies to optimize stock levels.

With this system in place, Retail Store B overcame its inventory woes. Stockouts became a rare occurrence, and customers praised the store for its ability to meet their needs promptly. By leveraging accountability and problem-solving, the store turned a challenge into an opportunity for growth.

Case Study 3: Retail Store C – Lessons Learned from Implementing Accountability and Problem-Solving Methods

Retail Store C was struggling with employee turnover and lackluster performance. The management team recognized the need for a culture of accountability and problem-solving and embarked on a journey of transformation.

By providing training and development opportunities, empowering employees to make decisions, and fostering open communication, Retail Store C experienced a significant shift. Employee turnover decreased by 50%, and the store’s performance skyrocketed. This case study serves as a testament to the far-reaching impact of accountability and problem-solving in retail store management.

Accountability and problem-solving are not mere buzzwords in retail store management; they are the key ingredients for success. By harnessing the power of accountability , managers can foster a culture of ownership and commitment, driving productivity and innovation. Similarly, problem-solving equips retail stores to overcome challenges, adapt to change, and thrive in a dynamic marketplace.

Whether it’s implementing accountability measures, honing problem-solving skills, or integrating the two, taking a proactive approach to accountability and problem-solving is crucial for retail store management. As management guru Peter Drucker once said, “The best way to predict the future is to create it,” and by effectively applying accountability and problem-solving methods, the future of retail store management will be nothing short of extraordinary.

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35 problem-solving techniques and methods for solving complex problems

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How do you identify problems?

How do you identify the right solution.

Tips for more effective problem-solving

Complete problem-solving methods

Problem-solving techniques to identify and analyze problems
Problem-solving techniques for developing solutions

Problem-solving warm-up activities

Closing activities for a problem-solving process.

Before you can move towards finding the right solution for a given problem, you first need to identify and define the problem you wish to solve.

Here, you want to clearly articulate what the problem is and allow your group to do the same. Remember that everyone in a group is likely to have differing perspectives and alignment is necessary in order to help the group move forward.

Identifying a problem accurately also requires that all members of a group are able to contribute their views in an open and safe manner. It can be scary for people to stand up and contribute, especially if the problems or challenges are emotive or personal in nature. Be sure to try and create a psychologically safe space for these kinds of discussions.

Remember that problem analysis and further discussion are also important. Not taking the time to fully analyze and discuss a challenge can result in the development of solutions that are not fit for purpose or do not address the underlying issue.

Successfully identifying and then analyzing a problem means facilitating a group through activities designed to help them clearly and honestly articulate their thoughts and produce usable insight.

With this data, you might then produce a problem statement that clearly describes the problem you wish to be addressed and also state the goal of any process you undertake to tackle this issue.

Finding solutions is the end goal of any process. Complex organizational challenges can only be solved with an appropriate solution but discovering them requires using the right problem-solving tool.

After you’ve explored a problem and discussed ideas, you need to help a team discuss and choose the right solution. Consensus tools and methods such as those below help a group explore possible solutions before then voting for the best. They’re a great way to tap into the collective intelligence of the group for great results!

Remember that the process is often iterative. Great problem solvers often roadtest a viable solution in a measured way to see what works too. While you might not get the right solution on your first try, the methods below help teams land on the most likely to succeed solution while also holding space for improvement.

Every effective problem solving process begins with an agenda . A well-structured workshop is one of the best methods for successfully guiding a group from exploring a problem to implementing a solution.

In SessionLab, it’s easy to go from an idea to a complete agenda . Start by dragging and dropping your core problem solving activities into place . Add timings, breaks and necessary materials before sharing your agenda with your colleagues.

The resulting agenda will be your guide to an effective and productive problem solving session that will also help you stay organized on the day!

Tips for more effective problem solving

Problem-solving activities are only one part of the puzzle. While a great method can help unlock your team’s ability to solve problems, without a thoughtful approach and strong facilitation the solutions may not be fit for purpose.

Let’s take a look at some problem-solving tips you can apply to any process to help it be a success!

Clearly define the problem

Jumping straight to solutions can be tempting, though without first clearly articulating a problem, the solution might not be the right one. Many of the problem-solving activities below include sections where the problem is explored and clearly defined before moving on.

This is a vital part of the problem-solving process and taking the time to fully define an issue can save time and effort later. A clear definition helps identify irrelevant information and it also ensures that your team sets off on the right track.

Don’t jump to conclusions

It’s easy for groups to exhibit cognitive bias or have preconceived ideas about both problems and potential solutions. Be sure to back up any problem statements or potential solutions with facts, research, and adequate forethought.

The best techniques ask participants to be methodical and challenge preconceived notions. Make sure you give the group enough time and space to collect relevant information and consider the problem in a new way. By approaching the process with a clear, rational mindset, you’ll often find that better solutions are more forthcoming.

Try different approaches

Problems come in all shapes and sizes and so too should the methods you use to solve them. If you find that one approach isn’t yielding results and your team isn’t finding different solutions, try mixing it up. You’ll be surprised at how using a new creative activity can unblock your team and generate great solutions.

Don’t take it personally

Depending on the nature of your team or organizational problems, it’s easy for conversations to get heated. While it’s good for participants to be engaged in the discussions, ensure that emotions don’t run too high and that blame isn’t thrown around while finding solutions.

You’re all in it together, and even if your team or area is seeing problems, that isn’t necessarily a disparagement of you personally. Using facilitation skills to manage group dynamics is one effective method of helping conversations be more constructive.

Get the right people in the room

Your problem-solving method is often only as effective as the group using it. Getting the right people on the job and managing the number of people present is important too!

If the group is too small, you may not get enough different perspectives to effectively solve a problem. If the group is too large, you can go round and round during the ideation stages.

Creating the right group makeup is also important in ensuring you have the necessary expertise and skillset to both identify and follow up on potential solutions. Carefully consider who to include at each stage to help ensure your problem-solving method is followed and positioned for success.

Document everything

The best solutions can take refinement, iteration, and reflection to come out. Get into a habit of documenting your process in order to keep all the learnings from the session and to allow ideas to mature and develop. Many of the methods below involve the creation of documents or shared resources. Be sure to keep and share these so everyone can benefit from the work done!

Bring a facilitator

Facilitation is all about making group processes easier. With a subject as potentially emotive and important as problem-solving, having an impartial third party in the form of a facilitator can make all the difference in finding great solutions and keeping the process moving. Consider bringing a facilitator to your problem-solving session to get better results and generate meaningful solutions!

Develop your problem-solving skills

It takes time and practice to be an effective problem solver. While some roles or participants might more naturally gravitate towards problem-solving, it can take development and planning to help everyone create better solutions.

You might develop a training program, run a problem-solving workshop or simply ask your team to practice using the techniques below. Check out our post on problem-solving skills to see how you and your group can develop the right mental process and be more resilient to issues too!

Design a great agenda

Workshops are a great format for solving problems. With the right approach, you can focus a group and help them find the solutions to their own problems. But designing a process can be time-consuming and finding the right activities can be difficult.

Check out our workshop planning guide to level-up your agenda design and start running more effective workshops. Need inspiration? Check out templates designed by expert facilitators to help you kickstart your process!

In this section, we’ll look at in-depth problem-solving methods that provide a complete end-to-end process for developing effective solutions. These will help guide your team from the discovery and definition of a problem through to delivering the right solution.

If you’re looking for an all-encompassing method or problem-solving model, these processes are a great place to start. They’ll ask your team to challenge preconceived ideas and adopt a mindset for solving problems more effectively.

Six Thinking Hats
Lightning Decision Jam
Problem Definition Process
Discovery & Action Dialogue

Design Sprint 2.0

Open Space Technology

1. Six Thinking Hats

Individual approaches to solving a problem can be very different based on what team or role an individual holds. It can be easy for existing biases or perspectives to find their way into the mix, or for internal politics to direct a conversation.

Six Thinking Hats is a classic method for identifying the problems that need to be solved and enables your team to consider them from different angles, whether that is by focusing on facts and data, creative solutions, or by considering why a particular solution might not work.

Like all problem-solving frameworks, Six Thinking Hats is effective at helping teams remove roadblocks from a conversation or discussion and come to terms with all the aspects necessary to solve complex problems.

2. Lightning Decision Jam

Featured courtesy of Jonathan Courtney of AJ&Smart Berlin, Lightning Decision Jam is one of those strategies that should be in every facilitation toolbox. Exploring problems and finding solutions is often creative in nature, though as with any creative process, there is the potential to lose focus and get lost.

Unstructured discussions might get you there in the end, but it’s much more effective to use a method that creates a clear process and team focus.

In Lightning Decision Jam, participants are invited to begin by writing challenges, concerns, or mistakes on post-its without discussing them before then being invited by the moderator to present them to the group.

From there, the team vote on which problems to solve and are guided through steps that will allow them to reframe those problems, create solutions and then decide what to execute on.

By deciding the problems that need to be solved as a team before moving on, this group process is great for ensuring the whole team is aligned and can take ownership over the next stages.

Lightning Decision Jam (LDJ) #action #decision making #problem solving #issue analysis #innovation #design #remote-friendly The problem with anything that requires creative thinking is that it’s easy to get lost—lose focus and fall into the trap of having useless, open-ended, unstructured discussions. Here’s the most effective solution I’ve found: Replace all open, unstructured discussion with a clear process. What to use this exercise for: Anything which requires a group of people to make decisions, solve problems or discuss challenges. It’s always good to frame an LDJ session with a broad topic, here are some examples: The conversion flow of our checkout Our internal design process How we organise events Keeping up with our competition Improving sales flow

3. Problem Definition Process

While problems can be complex, the problem-solving methods you use to identify and solve those problems can often be simple in design.

By taking the time to truly identify and define a problem before asking the group to reframe the challenge as an opportunity, this method is a great way to enable change.

Begin by identifying a focus question and exploring the ways in which it manifests before splitting into five teams who will each consider the problem using a different method: escape, reversal, exaggeration, distortion or wishful. Teams develop a problem objective and create ideas in line with their method before then feeding them back to the group.

This method is great for enabling in-depth discussions while also creating space for finding creative solutions too!

Problem Definition #problem solving #idea generation #creativity #online #remote-friendly A problem solving technique to define a problem, challenge or opportunity and to generate ideas.

4. The 5 Whys

Sometimes, a group needs to go further with their strategies and analyze the root cause at the heart of organizational issues. An RCA or root cause analysis is the process of identifying what is at the heart of business problems or recurring challenges.

The 5 Whys is a simple and effective method of helping a group go find the root cause of any problem or challenge and conduct analysis that will deliver results.

By beginning with the creation of a problem statement and going through five stages to refine it, The 5 Whys provides everything you need to truly discover the cause of an issue.

The 5 Whys #hyperisland #innovation This simple and powerful method is useful for getting to the core of a problem or challenge. As the title suggests, the group defines a problems, then asks the question “why” five times, often using the resulting explanation as a starting point for creative problem solving.

5. World Cafe

World Cafe is a simple but powerful facilitation technique to help bigger groups to focus their energy and attention on solving complex problems.

World Cafe enables this approach by creating a relaxed atmosphere where participants are able to self-organize and explore topics relevant and important to them which are themed around a central problem-solving purpose. Create the right atmosphere by modeling your space after a cafe and after guiding the group through the method, let them take the lead!

Making problem-solving a part of your organization’s culture in the long term can be a difficult undertaking. More approachable formats like World Cafe can be especially effective in bringing people unfamiliar with workshops into the fold.

World Cafe #hyperisland #innovation #issue analysis World Café is a simple yet powerful method, originated by Juanita Brown, for enabling meaningful conversations driven completely by participants and the topics that are relevant and important to them. Facilitators create a cafe-style space and provide simple guidelines. Participants then self-organize and explore a set of relevant topics or questions for conversation.

6. Discovery & Action Dialogue (DAD)

One of the best approaches is to create a safe space for a group to share and discover practices and behaviors that can help them find their own solutions.

With DAD, you can help a group choose which problems they wish to solve and which approaches they will take to do so. It’s great at helping remove resistance to change and can help get buy-in at every level too!

This process of enabling frontline ownership is great in ensuring follow-through and is one of the methods you will want in your toolbox as a facilitator.

Discovery & Action Dialogue (DAD) #idea generation #liberating structures #action #issue analysis #remote-friendly DADs make it easy for a group or community to discover practices and behaviors that enable some individuals (without access to special resources and facing the same constraints) to find better solutions than their peers to common problems. These are called positive deviant (PD) behaviors and practices. DADs make it possible for people in the group, unit, or community to discover by themselves these PD practices. DADs also create favorable conditions for stimulating participants’ creativity in spaces where they can feel safe to invent new and more effective practices. Resistance to change evaporates as participants are unleashed to choose freely which practices they will adopt or try and which problems they will tackle. DADs make it possible to achieve frontline ownership of solutions.

7. Design Sprint 2.0

Want to see how a team can solve big problems and move forward with prototyping and testing solutions in a few days? The Design Sprint 2.0 template from Jake Knapp, author of Sprint, is a complete agenda for a with proven results.

Developing the right agenda can involve difficult but necessary planning. Ensuring all the correct steps are followed can also be stressful or time-consuming depending on your level of experience.

Use this complete 4-day workshop template if you are finding there is no obvious solution to your challenge and want to focus your team around a specific problem that might require a shortcut to launching a minimum viable product or waiting for the organization-wide implementation of a solution.

8. Open space technology

Open space technology- developed by Harrison Owen – creates a space where large groups are invited to take ownership of their problem solving and lead individual sessions. Open space technology is a great format when you have a great deal of expertise and insight in the room and want to allow for different takes and approaches on a particular theme or problem you need to be solved.

Start by bringing your participants together to align around a central theme and focus their efforts. Explain the ground rules to help guide the problem-solving process and then invite members to identify any issue connecting to the central theme that they are interested in and are prepared to take responsibility for.

Once participants have decided on their approach to the core theme, they write their issue on a piece of paper, announce it to the group, pick a session time and place, and post the paper on the wall. As the wall fills up with sessions, the group is then invited to join the sessions that interest them the most and which they can contribute to, then you’re ready to begin!

Everyone joins the problem-solving group they’ve signed up to, record the discussion and if appropriate, findings can then be shared with the rest of the group afterward.

Open Space Technology #action plan #idea generation #problem solving #issue analysis #large group #online #remote-friendly Open Space is a methodology for large groups to create their agenda discerning important topics for discussion, suitable for conferences, community gatherings and whole system facilitation

Techniques to identify and analyze problems

Using a problem-solving method to help a team identify and analyze a problem can be a quick and effective addition to any workshop or meeting.

While further actions are always necessary, you can generate momentum and alignment easily, and these activities are a great place to get started.

We’ve put together this list of techniques to help you and your team with problem identification, analysis, and discussion that sets the foundation for developing effective solutions.

Let’s take a look!

The Creativity Dice
Fishbone Analysis
Problem Tree
SWOT Analysis
Agreement-Certainty Matrix
The Journalistic Six
LEGO Challenge
What, So What, Now What?
Journalists

Individual and group perspectives are incredibly important, but what happens if people are set in their minds and need a change of perspective in order to approach a problem more effectively?

Flip It is a method we love because it is both simple to understand and run, and allows groups to understand how their perspectives and biases are formed.

Participants in Flip It are first invited to consider concerns, issues, or problems from a perspective of fear and write them on a flip chart. Then, the group is asked to consider those same issues from a perspective of hope and flip their understanding.

No problem and solution is free from existing bias and by changing perspectives with Flip It, you can then develop a problem solving model quickly and effectively.

Flip It! #gamestorming #problem solving #action Often, a change in a problem or situation comes simply from a change in our perspectives. Flip It! is a quick game designed to show players that perspectives are made, not born.

10. The Creativity Dice

One of the most useful problem solving skills you can teach your team is of approaching challenges with creativity, flexibility, and openness. Games like The Creativity Dice allow teams to overcome the potential hurdle of too much linear thinking and approach the process with a sense of fun and speed.

In The Creativity Dice, participants are organized around a topic and roll a dice to determine what they will work on for a period of 3 minutes at a time. They might roll a 3 and work on investigating factual information on the chosen topic. They might roll a 1 and work on identifying the specific goals, standards, or criteria for the session.

Encouraging rapid work and iteration while asking participants to be flexible are great skills to cultivate. Having a stage for idea incubation in this game is also important. Moments of pause can help ensure the ideas that are put forward are the most suitable.

The Creativity Dice #creativity #problem solving #thiagi #issue analysis Too much linear thinking is hazardous to creative problem solving. To be creative, you should approach the problem (or the opportunity) from different points of view. You should leave a thought hanging in mid-air and move to another. This skipping around prevents premature closure and lets your brain incubate one line of thought while you consciously pursue another.

11. Fishbone Analysis

Organizational or team challenges are rarely simple, and it’s important to remember that one problem can be an indication of something that goes deeper and may require further consideration to be solved.

Fishbone Analysis helps groups to dig deeper and understand the origins of a problem. It’s a great example of a root cause analysis method that is simple for everyone on a team to get their head around.

Participants in this activity are asked to annotate a diagram of a fish, first adding the problem or issue to be worked on at the head of a fish before then brainstorming the root causes of the problem and adding them as bones on the fish.

Using abstractions such as a diagram of a fish can really help a team break out of their regular thinking and develop a creative approach.

Fishbone Analysis #problem solving ##root cause analysis #decision making #online facilitation A process to help identify and understand the origins of problems, issues or observations.

12. Problem Tree

Encouraging visual thinking can be an essential part of many strategies. By simply reframing and clarifying problems, a group can move towards developing a problem solving model that works for them.

In Problem Tree, groups are asked to first brainstorm a list of problems – these can be design problems, team problems or larger business problems – and then organize them into a hierarchy. The hierarchy could be from most important to least important or abstract to practical, though the key thing with problem solving games that involve this aspect is that your group has some way of managing and sorting all the issues that are raised.

Once you have a list of problems that need to be solved and have organized them accordingly, you’re then well-positioned for the next problem solving steps.

Problem tree #define intentions #create #design #issue analysis A problem tree is a tool to clarify the hierarchy of problems addressed by the team within a design project; it represents high level problems or related sublevel problems.

13. SWOT Analysis

Chances are you’ve heard of the SWOT Analysis before. This problem-solving method focuses on identifying strengths, weaknesses, opportunities, and threats is a tried and tested method for both individuals and teams.

Start by creating a desired end state or outcome and bare this in mind – any process solving model is made more effective by knowing what you are moving towards. Create a quadrant made up of the four categories of a SWOT analysis and ask participants to generate ideas based on each of those quadrants.

Once you have those ideas assembled in their quadrants, cluster them together based on their affinity with other ideas. These clusters are then used to facilitate group conversations and move things forward.

SWOT analysis #gamestorming #problem solving #action #meeting facilitation The SWOT Analysis is a long-standing technique of looking at what we have, with respect to the desired end state, as well as what we could improve on. It gives us an opportunity to gauge approaching opportunities and dangers, and assess the seriousness of the conditions that affect our future. When we understand those conditions, we can influence what comes next.

14. Agreement-Certainty Matrix

Not every problem-solving approach is right for every challenge, and deciding on the right method for the challenge at hand is a key part of being an effective team.

The Agreement Certainty matrix helps teams align on the nature of the challenges facing them. By sorting problems from simple to chaotic, your team can understand what methods are suitable for each problem and what they can do to ensure effective results.

If you are already using Liberating Structures techniques as part of your problem-solving strategy, the Agreement-Certainty Matrix can be an invaluable addition to your process. We’ve found it particularly if you are having issues with recurring problems in your organization and want to go deeper in understanding the root cause.

Agreement-Certainty Matrix #issue analysis #liberating structures #problem solving You can help individuals or groups avoid the frequent mistake of trying to solve a problem with methods that are not adapted to the nature of their challenge. The combination of two questions makes it possible to easily sort challenges into four categories: simple, complicated, complex , and chaotic . A problem is simple when it can be solved reliably with practices that are easy to duplicate. It is complicated when experts are required to devise a sophisticated solution that will yield the desired results predictably. A problem is complex when there are several valid ways to proceed but outcomes are not predictable in detail. Chaotic is when the context is too turbulent to identify a path forward. A loose analogy may be used to describe these differences: simple is like following a recipe, complicated like sending a rocket to the moon, complex like raising a child, and chaotic is like the game “Pin the Tail on the Donkey.” The Liberating Structures Matching Matrix in Chapter 5 can be used as the first step to clarify the nature of a challenge and avoid the mismatches between problems and solutions that are frequently at the root of chronic, recurring problems.

Organizing and charting a team’s progress can be important in ensuring its success. SQUID (Sequential Question and Insight Diagram) is a great model that allows a team to effectively switch between giving questions and answers and develop the skills they need to stay on track throughout the process.

Begin with two different colored sticky notes – one for questions and one for answers – and with your central topic (the head of the squid) on the board. Ask the group to first come up with a series of questions connected to their best guess of how to approach the topic. Ask the group to come up with answers to those questions, fix them to the board and connect them with a line. After some discussion, go back to question mode by responding to the generated answers or other points on the board.

It’s rewarding to see a diagram grow throughout the exercise, and a completed SQUID can provide a visual resource for future effort and as an example for other teams.

SQUID #gamestorming #project planning #issue analysis #problem solving When exploring an information space, it’s important for a group to know where they are at any given time. By using SQUID, a group charts out the territory as they go and can navigate accordingly. SQUID stands for Sequential Question and Insight Diagram.

16. Speed Boat

To continue with our nautical theme, Speed Boat is a short and sweet activity that can help a team quickly identify what employees, clients or service users might have a problem with and analyze what might be standing in the way of achieving a solution.

Methods that allow for a group to make observations, have insights and obtain those eureka moments quickly are invaluable when trying to solve complex problems.

In Speed Boat, the approach is to first consider what anchors and challenges might be holding an organization (or boat) back. Bonus points if you are able to identify any sharks in the water and develop ideas that can also deal with competitors!

Speed Boat #gamestorming #problem solving #action Speedboat is a short and sweet way to identify what your employees or clients don’t like about your product/service or what’s standing in the way of a desired goal.

17. The Journalistic Six

Some of the most effective ways of solving problems is by encouraging teams to be more inclusive and diverse in their thinking.

Based on the six key questions journalism students are taught to answer in articles and news stories, The Journalistic Six helps create teams to see the whole picture. By using who, what, when, where, why, and how to facilitate the conversation and encourage creative thinking, your team can make sure that the problem identification and problem analysis stages of the are covered exhaustively and thoughtfully. Reporter’s notebook and dictaphone optional.

The Journalistic Six – Who What When Where Why How #idea generation #issue analysis #problem solving #online #creative thinking #remote-friendly A questioning method for generating, explaining, investigating ideas.

18. LEGO Challenge

Now for an activity that is a little out of the (toy) box. LEGO Serious Play is a facilitation methodology that can be used to improve creative thinking and problem-solving skills.

The LEGO Challenge includes giving each member of the team an assignment that is hidden from the rest of the group while they create a structure without speaking.

What the LEGO challenge brings to the table is a fun working example of working with stakeholders who might not be on the same page to solve problems. Also, it’s LEGO! Who doesn’t love LEGO!

LEGO Challenge #hyperisland #team A team-building activity in which groups must work together to build a structure out of LEGO, but each individual has a secret “assignment” which makes the collaborative process more challenging. It emphasizes group communication, leadership dynamics, conflict, cooperation, patience and problem solving strategy.

19. What, So What, Now What?

If not carefully managed, the problem identification and problem analysis stages of the problem-solving process can actually create more problems and misunderstandings.

The What, So What, Now What? problem-solving activity is designed to help collect insights and move forward while also eliminating the possibility of disagreement when it comes to identifying, clarifying, and analyzing organizational or work problems.

Facilitation is all about bringing groups together so that might work on a shared goal and the best problem-solving strategies ensure that teams are aligned in purpose, if not initially in opinion or insight.

Throughout the three steps of this game, you give everyone on a team to reflect on a problem by asking what happened, why it is important, and what actions should then be taken.

This can be a great activity for bringing our individual perceptions about a problem or challenge and contextualizing it in a larger group setting. This is one of the most important problem-solving skills you can bring to your organization.

W³ – What, So What, Now What? #issue analysis #innovation #liberating structures You can help groups reflect on a shared experience in a way that builds understanding and spurs coordinated action while avoiding unproductive conflict. It is possible for every voice to be heard while simultaneously sifting for insights and shaping new direction. Progressing in stages makes this practical—from collecting facts about What Happened to making sense of these facts with So What and finally to what actions logically follow with Now What . The shared progression eliminates most of the misunderstandings that otherwise fuel disagreements about what to do. Voila!

20. Journalists

Problem analysis can be one of the most important and decisive stages of all problem-solving tools. Sometimes, a team can become bogged down in the details and are unable to move forward.

Journalists is an activity that can avoid a group from getting stuck in the problem identification or problem analysis stages of the process.

In Journalists, the group is invited to draft the front page of a fictional newspaper and figure out what stories deserve to be on the cover and what headlines those stories will have. By reframing how your problems and challenges are approached, you can help a team move productively through the process and be better prepared for the steps to follow.

Journalists #vision #big picture #issue analysis #remote-friendly This is an exercise to use when the group gets stuck in details and struggles to see the big picture. Also good for defining a vision.

Problem-solving techniques for developing solutions

The success of any problem-solving process can be measured by the solutions it produces. After you’ve defined the issue, explored existing ideas, and ideated, it’s time to narrow down to the correct solution.

Use these problem-solving techniques when you want to help your team find consensus, compare possible solutions, and move towards taking action on a particular problem.

Improved Solutions
Four-Step Sketch
15% Solutions
How-Now-Wow matrix
Impact Effort Matrix

21. Mindspin

Brainstorming is part of the bread and butter of the problem-solving process and all problem-solving strategies benefit from getting ideas out and challenging a team to generate solutions quickly.

With Mindspin, participants are encouraged not only to generate ideas but to do so under time constraints and by slamming down cards and passing them on. By doing multiple rounds, your team can begin with a free generation of possible solutions before moving on to developing those solutions and encouraging further ideation.

This is one of our favorite problem-solving activities and can be great for keeping the energy up throughout the workshop. Remember the importance of helping people become engaged in the process – energizing problem-solving techniques like Mindspin can help ensure your team stays engaged and happy, even when the problems they’re coming together to solve are complex.

MindSpin #teampedia #idea generation #problem solving #action A fast and loud method to enhance brainstorming within a team. Since this activity has more than round ideas that are repetitive can be ruled out leaving more creative and innovative answers to the challenge.

22. Improved Solutions

After a team has successfully identified a problem and come up with a few solutions, it can be tempting to call the work of the problem-solving process complete. That said, the first solution is not necessarily the best, and by including a further review and reflection activity into your problem-solving model, you can ensure your group reaches the best possible result.

One of a number of problem-solving games from Thiagi Group, Improved Solutions helps you go the extra mile and develop suggested solutions with close consideration and peer review. By supporting the discussion of several problems at once and by shifting team roles throughout, this problem-solving technique is a dynamic way of finding the best solution.

Improved Solutions #creativity #thiagi #problem solving #action #team You can improve any solution by objectively reviewing its strengths and weaknesses and making suitable adjustments. In this creativity framegame, you improve the solutions to several problems. To maintain objective detachment, you deal with a different problem during each of six rounds and assume different roles (problem owner, consultant, basher, booster, enhancer, and evaluator) during each round. At the conclusion of the activity, each player ends up with two solutions to her problem.

23. Four Step Sketch

Creative thinking and visual ideation does not need to be confined to the opening stages of your problem-solving strategies. Exercises that include sketching and prototyping on paper can be effective at the solution finding and development stage of the process, and can be great for keeping a team engaged.

By going from simple notes to a crazy 8s round that involves rapidly sketching 8 variations on their ideas before then producing a final solution sketch, the group is able to iterate quickly and visually. Problem-solving techniques like Four-Step Sketch are great if you have a group of different thinkers and want to change things up from a more textual or discussion-based approach.

Four-Step Sketch #design sprint #innovation #idea generation #remote-friendly The four-step sketch is an exercise that helps people to create well-formed concepts through a structured process that includes: Review key information Start design work on paper, Consider multiple variations , Create a detailed solution . This exercise is preceded by a set of other activities allowing the group to clarify the challenge they want to solve. See how the Four Step Sketch exercise fits into a Design Sprint

24. 15% Solutions

Some problems are simpler than others and with the right problem-solving activities, you can empower people to take immediate actions that can help create organizational change.

Part of the liberating structures toolkit, 15% solutions is a problem-solving technique that focuses on finding and implementing solutions quickly. A process of iterating and making small changes quickly can help generate momentum and an appetite for solving complex problems.

Problem-solving strategies can live and die on whether people are onboard. Getting some quick wins is a great way of getting people behind the process.

It can be extremely empowering for a team to realize that problem-solving techniques can be deployed quickly and easily and delineate between things they can positively impact and those things they cannot change.

15% Solutions #action #liberating structures #remote-friendly You can reveal the actions, however small, that everyone can do immediately. At a minimum, these will create momentum, and that may make a BIG difference. 15% Solutions show that there is no reason to wait around, feel powerless, or fearful. They help people pick it up a level. They get individuals and the group to focus on what is within their discretion instead of what they cannot change. With a very simple question, you can flip the conversation to what can be done and find solutions to big problems that are often distributed widely in places not known in advance. Shifting a few grains of sand may trigger a landslide and change the whole landscape.

25. How-Now-Wow Matrix

The problem-solving process is often creative, as complex problems usually require a change of thinking and creative response in order to find the best solutions. While it’s common for the first stages to encourage creative thinking, groups can often gravitate to familiar solutions when it comes to the end of the process.

When selecting solutions, you don’t want to lose your creative energy! The How-Now-Wow Matrix from Gamestorming is a great problem-solving activity that enables a group to stay creative and think out of the box when it comes to selecting the right solution for a given problem.

Problem-solving techniques that encourage creative thinking and the ideation and selection of new solutions can be the most effective in organisational change. Give the How-Now-Wow Matrix a go, and not just for how pleasant it is to say out loud.

How-Now-Wow Matrix #gamestorming #idea generation #remote-friendly When people want to develop new ideas, they most often think out of the box in the brainstorming or divergent phase. However, when it comes to convergence, people often end up picking ideas that are most familiar to them. This is called a ‘creative paradox’ or a ‘creadox’. The How-Now-Wow matrix is an idea selection tool that breaks the creadox by forcing people to weigh each idea on 2 parameters.

26. Impact and Effort Matrix

All problem-solving techniques hope to not only find solutions to a given problem or challenge but to find the best solution. When it comes to finding a solution, groups are invited to put on their decision-making hats and really think about how a proposed idea would work in practice.

The Impact and Effort Matrix is one of the problem-solving techniques that fall into this camp, empowering participants to first generate ideas and then categorize them into a 2×2 matrix based on impact and effort.

Activities that invite critical thinking while remaining simple are invaluable. Use the Impact and Effort Matrix to move from ideation and towards evaluating potential solutions before then committing to them.

Impact and Effort Matrix #gamestorming #decision making #action #remote-friendly In this decision-making exercise, possible actions are mapped based on two factors: effort required to implement and potential impact. Categorizing ideas along these lines is a useful technique in decision making, as it obliges contributors to balance and evaluate suggested actions before committing to them.

27. Dotmocracy

If you’ve followed each of the problem-solving steps with your group successfully, you should move towards the end of your process with heaps of possible solutions developed with a specific problem in mind. But how do you help a group go from ideation to putting a solution into action?

Dotmocracy – or Dot Voting -is a tried and tested method of helping a team in the problem-solving process make decisions and put actions in place with a degree of oversight and consensus.

One of the problem-solving techniques that should be in every facilitator’s toolbox, Dot Voting is fast and effective and can help identify the most popular and best solutions and help bring a group to a decision effectively.

Dotmocracy #action #decision making #group prioritization #hyperisland #remote-friendly Dotmocracy is a simple method for group prioritization or decision-making. It is not an activity on its own, but a method to use in processes where prioritization or decision-making is the aim. The method supports a group to quickly see which options are most popular or relevant. The options or ideas are written on post-its and stuck up on a wall for the whole group to see. Each person votes for the options they think are the strongest, and that information is used to inform a decision.

All facilitators know that warm-ups and icebreakers are useful for any workshop or group process. Problem-solving workshops are no different.

Use these problem-solving techniques to warm up a group and prepare them for the rest of the process. Activating your group by tapping into some of the top problem-solving skills can be one of the best ways to see great outcomes from your session.

Check-in/Check-out
Doodling Together
Show and Tell
Constellations
Draw a Tree

28. Check-in / Check-out

Solid processes are planned from beginning to end, and the best facilitators know that setting the tone and establishing a safe, open environment can be integral to a successful problem-solving process.

Check-in / Check-out is a great way to begin and/or bookend a problem-solving workshop. Checking in to a session emphasizes that everyone will be seen, heard, and expected to contribute.

If you are running a series of meetings, setting a consistent pattern of checking in and checking out can really help your team get into a groove. We recommend this opening-closing activity for small to medium-sized groups though it can work with large groups if they’re disciplined!

Check-in / Check-out #team #opening #closing #hyperisland #remote-friendly Either checking-in or checking-out is a simple way for a team to open or close a process, symbolically and in a collaborative way. Checking-in/out invites each member in a group to be present, seen and heard, and to express a reflection or a feeling. Checking-in emphasizes presence, focus and group commitment; checking-out emphasizes reflection and symbolic closure.

29. Doodling Together

Thinking creatively and not being afraid to make suggestions are important problem-solving skills for any group or team, and warming up by encouraging these behaviors is a great way to start.

Doodling Together is one of our favorite creative ice breaker games – it’s quick, effective, and fun and can make all following problem-solving steps easier by encouraging a group to collaborate visually. By passing cards and adding additional items as they go, the workshop group gets into a groove of co-creation and idea development that is crucial to finding solutions to problems.

Doodling Together #collaboration #creativity #teamwork #fun #team #visual methods #energiser #icebreaker #remote-friendly Create wild, weird and often funny postcards together & establish a group’s creative confidence.

30. Show and Tell

You might remember some version of Show and Tell from being a kid in school and it’s a great problem-solving activity to kick off a session.

Asking participants to prepare a little something before a workshop by bringing an object for show and tell can help them warm up before the session has even begun! Games that include a physical object can also help encourage early engagement before moving onto more big-picture thinking.

By asking your participants to tell stories about why they chose to bring a particular item to the group, you can help teams see things from new perspectives and see both differences and similarities in the way they approach a topic. Great groundwork for approaching a problem-solving process as a team!

Show and Tell #gamestorming #action #opening #meeting facilitation Show and Tell taps into the power of metaphors to reveal players’ underlying assumptions and associations around a topic The aim of the game is to get a deeper understanding of stakeholders’ perspectives on anything—a new project, an organizational restructuring, a shift in the company’s vision or team dynamic.

31. Constellations

Who doesn’t love stars? Constellations is a great warm-up activity for any workshop as it gets people up off their feet, energized, and ready to engage in new ways with established topics. It’s also great for showing existing beliefs, biases, and patterns that can come into play as part of your session.

Using warm-up games that help build trust and connection while also allowing for non-verbal responses can be great for easing people into the problem-solving process and encouraging engagement from everyone in the group. Constellations is great in large spaces that allow for movement and is definitely a practical exercise to allow the group to see patterns that are otherwise invisible.

Constellations #trust #connection #opening #coaching #patterns #system Individuals express their response to a statement or idea by standing closer or further from a central object. Used with teams to reveal system, hidden patterns, perspectives.

32. Draw a Tree

Problem-solving games that help raise group awareness through a central, unifying metaphor can be effective ways to warm-up a group in any problem-solving model.

Draw a Tree is a simple warm-up activity you can use in any group and which can provide a quick jolt of energy. Start by asking your participants to draw a tree in just 45 seconds – they can choose whether it will be abstract or realistic.

Once the timer is up, ask the group how many people included the roots of the tree and use this as a means to discuss how we can ignore important parts of any system simply because they are not visible.

All problem-solving strategies are made more effective by thinking of problems critically and by exposing things that may not normally come to light. Warm-up games like Draw a Tree are great in that they quickly demonstrate some key problem-solving skills in an accessible and effective way.

Draw a Tree #thiagi #opening #perspectives #remote-friendly With this game you can raise awarness about being more mindful, and aware of the environment we live in.

Each step of the problem-solving workshop benefits from an intelligent deployment of activities, games, and techniques. Bringing your session to an effective close helps ensure that solutions are followed through on and that you also celebrate what has been achieved.

Here are some problem-solving activities you can use to effectively close a workshop or meeting and ensure the great work you’ve done can continue afterward.

One Breath Feedback
Who What When Matrix
Response Cards

How do I conclude a problem-solving process?

All good things must come to an end. With the bulk of the work done, it can be tempting to conclude your workshop swiftly and without a moment to debrief and align. This can be problematic in that it doesn’t allow your team to fully process the results or reflect on the process.

At the end of an effective session, your team will have gone through a process that, while productive, can be exhausting. It’s important to give your group a moment to take a breath, ensure that they are clear on future actions, and provide short feedback before leaving the space.

The primary purpose of any problem-solving method is to generate solutions and then implement them. Be sure to take the opportunity to ensure everyone is aligned and ready to effectively implement the solutions you produced in the workshop.

Remember that every process can be improved and by giving a short moment to collect feedback in the session, you can further refine your problem-solving methods and see further success in the future too.

33. One Breath Feedback

Maintaining attention and focus during the closing stages of a problem-solving workshop can be tricky and so being concise when giving feedback can be important. It’s easy to incur “death by feedback” should some team members go on for too long sharing their perspectives in a quick feedback round.

One Breath Feedback is a great closing activity for workshops. You give everyone an opportunity to provide feedback on what they’ve done but only in the space of a single breath. This keeps feedback short and to the point and means that everyone is encouraged to provide the most important piece of feedback to them.

One breath feedback #closing #feedback #action This is a feedback round in just one breath that excels in maintaining attention: each participants is able to speak during just one breath … for most people that’s around 20 to 25 seconds … unless of course you’ve been a deep sea diver in which case you’ll be able to do it for longer.

34. Who What When Matrix

Matrices feature as part of many effective problem-solving strategies and with good reason. They are easily recognizable, simple to use, and generate results.

The Who What When Matrix is a great tool to use when closing your problem-solving session by attributing a who, what and when to the actions and solutions you have decided upon. The resulting matrix is a simple, easy-to-follow way of ensuring your team can move forward.

Great solutions can’t be enacted without action and ownership. Your problem-solving process should include a stage for allocating tasks to individuals or teams and creating a realistic timeframe for those solutions to be implemented or checked out. Use this method to keep the solution implementation process clear and simple for all involved.

Who/What/When Matrix #gamestorming #action #project planning With Who/What/When matrix, you can connect people with clear actions they have defined and have committed to.

35. Response cards

Group discussion can comprise the bulk of most problem-solving activities and by the end of the process, you might find that your team is talked out!

Providing a means for your team to give feedback with short written notes can ensure everyone is head and can contribute without the need to stand up and talk. Depending on the needs of the group, giving an alternative can help ensure everyone can contribute to your problem-solving model in the way that makes the most sense for them.

Response Cards is a great way to close a workshop if you are looking for a gentle warm-down and want to get some swift discussion around some of the feedback that is raised.

Response Cards #debriefing #closing #structured sharing #questions and answers #thiagi #action It can be hard to involve everyone during a closing of a session. Some might stay in the background or get unheard because of louder participants. However, with the use of Response Cards, everyone will be involved in providing feedback or clarify questions at the end of a session.

Save time and effort discovering the right solutions

A structured problem solving process is a surefire way of solving tough problems, discovering creative solutions and driving organizational change. But how can you design for successful outcomes?

With SessionLab, it’s easy to design engaging workshops that deliver results. Drag, drop and reorder blocks to build your agenda. When you make changes or update your agenda, your session timing adjusts automatically , saving you time on manual adjustments.

Collaborating with stakeholders or clients? Share your agenda with a single click and collaborate in real-time. No more sending documents back and forth over email.

Explore how to use SessionLab to design effective problem solving workshops or watch this five minute video to see the planner in action!

Over to you

The problem-solving process can often be as complicated and multifaceted as the problems they are set-up to solve. With the right problem-solving techniques and a mix of creative exercises designed to guide discussion and generate purposeful ideas, we hope we’ve given you the tools to find the best solutions as simply and easily as possible.

Is there a problem-solving technique that you are missing here? Do you have a favorite activity or method you use when facilitating? Let us know in the comments below, we’d love to hear from you!

thank you very much for these excellent techniques

Certainly wonderful article, very detailed. Shared!

Your list of techniques for problem solving can be helpfully extended by adding TRIZ to the list of techniques. TRIZ has 40 problem solving techniques derived from methods inventros and patent holders used to get new patents. About 10-12 are general approaches. many organization sponsor classes in TRIZ that are used to solve business problems or general organiztational problems. You can take a look at TRIZ and dwonload a free internet booklet to see if you feel it shound be included per your selection process.

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Design Thinking in the retail sector has been successfully deployed by retailers from a German Butchery to mass market retailers in the USA like Best Buy and Walmart.

Design thinking is an innovative and customer-centered approach that has been widely adopted in the retail industry. It is a problem-solving methodology that helps retailers to understand the needs and preferences of their customers, design new products and services, and improve the overall shopping experience. Here are some of the key benefits of design thinking in retail:

Customer-focused approach: Design thinking encourages retailers to focus on the needs of their customers. By understanding their needs, wants, and pain points, retailers can design products and services that meet their customers' expectations.

Innovation: Design thinking promotes a culture of innovation in retail. It encourages retailers to think creatively and come up with new ideas that can improve the shopping experience for customers.

Cost-effective solutions: By using design thinking, retailers can develop cost-effective solutions that are based on customer feedback and insights. This approach helps retailers to reduce the risk of investing in products or services that may not meet customer expectations.

Improved customer experience: Design thinking can help retailers to create a better shopping experience for customers. By focusing on the customer journey, retailers can identify areas where they can improve the experience, such as store layout, product displays, and checkout processes.

Increased sales: By using design thinking to create products and services that meet the needs of their customers, retailers can increase sales and customer loyalty. Happy customers are more likely to return and recommend the store to others.

In conclusion, design thinking is a valuable tool for retailers who want to stay competitive in a rapidly changing retail landscape. By focusing on the needs of their customers, retailers can create innovative and cost-effective solutions that improve the shopping experience and increase sales.

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10 major retail problems and solutions [with real-world examples]

By: Jul Domingo

Retail companies are vulnerable to two issues: economic woes and inefficient internal processes. These stumbling blocks have made business ownership harder for 72% of entrepreneurs .

But unlike economic issues, you can do something to rectify internal inefficiency. Your process is something you can control. To ensure your retail store survives hard times, run health checks on a regular basis and implement new strategies to counter problems as they emerge.

Retailing is never easy, but the right practices can help you face future risks. Coupled with the right tools, it’s possible to transform your business and make it leaner.

Take the time to educate yourself and your team about the current retail problems and solutions. We’ve outlined a few below.

10 most common retail problems and solutions

Retail businesses—both start-ups and growing companies—need to take proactive measures to remain competitive. But you need to be smart about it since your resources are limited.

Learn how to avoid business failure with these suggested solutions (even if you haven’t encountered some of these issues yet).

1. The absence of efficient data collection and analysis

Running a retail business means focusing on customer service, demand fulfillment, sales promotions, and inventory management. Mapping out plans in these areas needs solid, reliable data.

Biased, gut-driven decisions are common when a company has no single source of truth. It’s easier and common ( over 58% of survey respondents ) to “trust your instincts” because, well, you don’t have other things to rely on. But this has repercussions.

For instance, without knowing how much profit your brick-and-mortar stores and online platforms make, it’s possible to believe that you’re making money even when one of your channels is underperforming. This lack of data can further influence ill-informed initiatives, such as continuously stocking up on underperforming products.

Solution: Invest in data and analytics tool

Define your short and long-term goals and find the right tools for capturing, storing, and interpreting relevant data. Data you can use to create better, more effective strategies.

If you’re looking to optimize your website, simple and free tools, like Google Analytics, exist, so you can monitor visitor behavior and find out where you need to improve.

Advanced data and analytics tools, on the other hand, can detect patterns to assess past performance and understand future events.

For instance, Inventoro’s sales forecasting tool uses mathematical equations and deep machine learning to maximize your investment across all of your warehouses and sales channels. It all depends on your strategy.

Kulina, a decade-old store, doesn’t take any chances. The company uses quarterly goals to drive its sales forecasts. Keeping ahead of the game allows them to develop favorable relationships with their suppliers through strategic bulk buying.

With our tool’s Golden Brick feature, the brand can also see how much money they lose by not selling certain items. Seeing their potential, they can find out which products are worth investing in. Read more about our case study here .

The bottom line? Data-based insights and forecasts allow businesses to optimize their performance by addressing gaps before they turn into nightmare scenarios. Rather than making wild guesses from thin air, data enables your business to make informed, reliable decisions.

2. Inability to meet market needs

Some retail businesses put their eggs in multiple baskets without optimizing their selling channels and product portfolio .

Approximately 63% of customers expect businesses to know their unique needs (e.g., product availability, price fairness, convenience, and timely fulfillment). Otherwise, the unmet expectations may leave them feeling disappointed and unsatisfied.

As an example: Dressbarn, a women’s clothing retailer, incurred losses when it closed all 650 retail outlets in 2019. Due to online shopping’s popularity, it was unable to attract foot traffic. It’s a waste of resources if you stocked too many products at each of your retail outlets when your customers mostly shop online.

In the same vein, if you continue to invest in the wrong products, you may find yourself–even facing a double trouble situation. Your shop will constantly run out of popular items, which might cause 70% of your customers to switch to your competitors.

You’ll also pile up your warehouse with permanent occupants. And the more dead stock there is, the higher the holding costs. This ceramic business case study proved that the product cost to a company is more than production costs alone. The accumulated warehouse, maintenance, and disposal expenses play a huge part.

Over time, your stocks will skyrocket without meeting demand, creating a fertile ground for retail failures.

Solution: Understand consumer demand and behavior

Conduct research about your products and channels through reviews, surveys, and direct interviews. To do so, reassess the customer journey from the initial touchpoint to the point of purchase, then decide when to bring your chosen medium in.

If you decide to go for a survey, you can sneakily add a pop-up feedback form or a separate contact page like this one from Supernatural , a retailer of plant-based food products.

Source: Supernatural

Customer feedback can help improve key areas where customer satisfaction falls short. It could be the quality, the price, the product availability, or the payment method.

You can also gain an in-depth understanding of demand with a product portfolio tool like Inventoro. It lets you stock up on in-demand items while removing those with the lowest turnover rate.

About 21% of retailers are reducing their portfolio and focusing only on a few products for the same reason. It allows them to nurture their top-selling products while preventing lost sales opportunities.

Understanding these market-related retail problems and solutions can sustain your business, especially during an economic downturn.

3. Inability to meet market needs

You’ll also pile up your warehouse with permanent occupants. And the more dead stock there is, the higher the holding costs. This case study of a ceramic company shows that the product cost to a company is more than production costs alone. The accumulated warehouse, maintenance, and disposal expenses play a huge part.

Over time, your stocks will skyrocket without satisfying the demand—this makes for a fertile ground for retail failures.

4. Ineffective retail inventory management

Most retail problems and solutions revolve around inventory, as it is a retailer’s most significant investment.

Poor inventory practices can suck up your capital, cause store inefficiencies, and make you lose your competitive edge. Moreover, not replenishing on time or selling as fast as you forecasted can also lead to significant financial losses.

McKinsey reported that 32% of businesses blamed their supply chain woes on inventory inefficiencies, such as poor forecasting and demand variability. In a separate study, ineffective replenishment methods are reported to account for 70% to 90% of out-of-stock situations . Your retail business is likely to suffer without strategic management to resolve these issues.

Solution: Diagnose your inventory health

Address the root of inventory problems by observing irregularities in the process flow. Do you often struggle with overstocking or stockouts ? Is your inventory costing you too much and turning over too slowly? Perhaps, your Excel forecast calculations don’t bring accurate results.

If that’s the case, conduct an inventory audit on a separate record to correct any incorrect balances. Don’t forget to double-check the count of your recent purchase orders as you reset your stock balances. For better results, you can invest in sales forecasting and intelligent replenishment tools to reduce human intervention and errors in the long run. It’ll also save you up to 20 hours a week on mundane admin tasks.

Retailers need to rethink the way they manage their stocks. About 77% of business owners already responded to that call by using technology to upgrade their inventory management.

All things considered, manual inventory management is no longer the most efficient way to keep track of all the inventory going in and out of your business. While paper based methods are used by many small businesses, in order to scale up you will need to implement more universal inventory management systems that allow you to oversee inventory throughout large warehouses or across multiple locations.

Don’t let bad stock management ruin your business. Check your inventory’s health today with Inventoro.

5. ignoring cash flow problems.

Some short-term cash flow problems can cause long-term insufficiency in your operating capital. After all, it wouldn’t be possible for your business to function without cash. 82% of failed small businesses point to poor cash flow management as the reason for their demise.

The temporary lack of cash on hand can also accumulate unpaid bills and invoices inflated by interests and penalties. Worse, this breach of contract can also prompt legal action, causing irreversible damage to your business.

Solution: Improve cash-flow management

How do you avoid business failure caused by negligent cash flow management? It’s a simple money rule: don’t let your outflows exceed your inflows .

However, that’s not always feasible as sales fluctuate, and some customers settle their invoices late.

So, it’s pivotal to identify the factors affecting your poor cash flow and implement strategies to alleviate the problem.

Slow receivable collections? Try offering early payment incentives. Low sales or poor inventory turnover? You can devise new marketing efforts and increase your cash flow by bundling your products or holding flash sales.

Source: Milled

Take a cue from Vitauthority , an online supplement provider. Pair your slow-moving products with your bestsellers. This strategy is two-fold. First, it reduces your inventory holding costs lowering your outflow. Second, sold bundles boost your inflow.

Source: Vitauthorithy.com

Another strategy you can borrow from the online brand is holding flash sales. But make sure you do this in moderation to avoid reducing the value of your brand and your products.

Read about cash-flow-related retail problems and solutions in this article .

6. Not prioritizing customer satisfaction

Retailers who don’t collect feedback or act on one are likely to develop toxic customer relationships.

Customers are the sole reason your business exists. Poor customer service and under-delivered promises can drive potential customers away and hurt your brand reputation. This is likely due to the staggering 62% of past shoppers who admitted sharing negative experiences with others (who might be your prospects).

Most of these customers will take to social media to vent their frustrations. And when it hits the socials, who knows how far it will go. TikTok videos with #badcustomerservice have garnered about 73 million views.

Meanwhile, on Twitter, it’s common to call out companies and tag their accounts. Which is exactly what this unhappy Crocs shopper did:

Source: Twitter

Solution: Observe proactive customer service

Listen and respond to customer requests promptly and be transparent with them. You can involve in-store customers by displaying suggestion boxes in your outlets and training staff members on how to cater to your shop visitors better.

Online, you can include a FAQs help center and a request form on your website, like this one from Welly , a first aid kit retailer. You don’t have shop attendants that can help your customer navigate through your online store, so it’s a good idea to anticipate what they’ll need and hand it to them before they ask.

Source: Welly

Last but not least, make a difference in customer experience–both online and offline–by satisfying your customers with a broader product range . They won’t have to ditch you for competitors like the 61% of buyers who would switch to a new brand after a poor shopping experience. Use the right tool to achieve it with minimal inventory investments.

Excellent customer service leads to three times higher returns and faster financial recovery for retail businesses. You’ll do well to hone your business in this area. Pro Tip : By automating repetitive business tasks, you can devote more time to customer service.

7. Sole reliance on PPC advertising

PPC advertising is a retail game-changer. About 19% of people click on paid ads because of a compelling title, description, or image—imagine the traffic and engagement you could garner. However, focusing on fleeting pay-per-click ads alone can only build awareness and not long-term customer loyalty.

General retail and online retail businesses experience 24% and 22% customer churn rate , respectively. Your advertisements may be effective at attracting prospects. But your business can’t grow unless you encourage existing customers to return.

Solution: Lay the foundation for marketing efforts

Let’s recall the first talking point on this list of retail problems and solutions: back up your digital marketing efforts with customer data and analytics.

With richer and more accurate insights, you can tailor your brand promotions to their preferences and behaviors.

Show off your unique brand voice and story with visual content your customers would really want to see. Look at how Dannijo markets itself as a sisterhood, and not just a jewelry brand.

The #DANNIJOGIRLS hashtag used by the community is also a clever way to improve searchability, impressions, and engagements.

Source: Instagram – Dannijo

Other strategies include introducing loyalty programs, rewards, and discount vouchers for their next purchases. You can also throw gifts into every order exceeding a certain amount. This is a clever way to dispose of dead stock in your warehouse while demonstrating generosity to your shoppers. Find out how to get rid of dead stocks here .

The goal is to nurture each lead through the following stages: reach, acquisition, conversion, retention , and loyalty . If you do this right, you can attract 80% of customers who believe that being loyal to a brand involves frequently purchasing their products.

8. Inadequate business growth plans

Growing your business has two major goals: remain competitive and remain relevant.

Complacency can lead to retail failures. If an emerging retailer with breakeven sales is no longer willing to take on additional risks to enter new markets, there’s little choice but to scale back to survive.

It’s even happened to large enterprises. We’ve seen Fortune 500 companies go under this way (Blockbuster, General Motors, Kodak, and Toys R Us), proving that a progressive approach is essential to success.

But even if you sell innovative products and keep up with the trends, it’s not enough. You need to encourage customers to come back.

Unfortunately, this was revealed late to the DTC mattress brand Casper . What was once a fast-growing company found itself in a bind after realizing that it didn’t offer any significant benefits to its existing customers.

Solution: Upgrade processes and strengthen relationships

Of this list of retail problems and solutions, this one offers varying solutions. It all depends on your plan.

Remaining competitive requires a straightforward approach: Adapt to trends–whichever way it looks for your competitors.

Understand demand and economic fluctuations, and assess how you can modify your offers to gain a competitive edge. Then, use these insights to outperform your competitors and boost customer trust.

Next is to research your company’s strengths, weaknesses, opportunities, and threats in the industry.

Dressbarn now operates as an online retailer. Source: Dressbarn.com

After the demise of Dressbarn, a new parent company brought it back to life by converting it into an online retail store and capitalizing on the surge in e-commerce sales . Good news: the fashion retailer continues to thrive today.

Being competitive is part of remaining relevant. But a large chunk of it is cultivating strong business relationships as a foundation for growth. Engage and build trust with both your suppliers and customers.

For suppliers, long-term partnerships are key. This study proves that your suppliers would want a lasting relationship with you. They win by having lower selling, general, and administrative expenses.

You win by negotiating a better, long-term deal. We’ve seen this happen to our customers. Our “merge orders” function can help them gauge how much they’ll need from their suppliers. They leverage this information by getting a sweeter but more lasting contract.

As for building trust with customers, serving them better often works. The tips in items #2, #3, #5, and #6 provide some helpful advice.

9. Scaling up the business too early

If scaling up for growth is essential, so is proper timing. Premature scaling practices aren’t only expensive and can end your retail business for good. According to this IBFR study , a lack of business plan is a major culprit for startup and scaling business failures.

Such as the case with Wise Acre Frozen Treats when it landed a contract with a national distributor without enough resources.

CEO Jim Picariello applied for several loans to fund the massive increase in demand. Yet despite ongoing efforts to scout bankers and investors, they’re still unable to raise the money necessary to pay the bills and continue the operation. In the end, this poor timing resulted in thousands of unfulfilled orders and a bankruptcy filing.

Solution: Outline the parameters during the transition

Expansion is any business owner’s point of no return. It’s not for the fickle-minded. So, before signing any contract and applying for bank loans, ask yourself these questions first:

Is the business expansion necessary right now?
Do you have enough budget to pay for new facilities, equipment, software, and employees?
Are you capable of fulfilling the sudden shift in demand?
Do you have other income streams to help you recover from severe losses if things don’t go as planned?

Once you’re confident, document the new business processes and take the time to onboard your staff. Then, you have all the time to equip yourself and your team to review these retail problems and solutions.

10. Lack of task delegation

Retailers, particularly small business owners, tend to avoid hiring more workers to reduce costs. It’s not discouraged, but the problem arises when a lack of task delegation begins to burn you and your existing team. Stress and burnout remained high for managers, and it could only get worse without proper task delegation.

Work-related burnout reduces professional efficacy and compromises the quality of work, which can be just as costly as outsourcing. Taking on even the smallest routine tasks as an entrepreneur is no different.

Solution: Consider outsourcing

You can delegate tasks through third-party outsourcing if you can’t afford to hire full-time retail employees. Look for freelancers and agencies who can assist you fulfill time-consuming tasks, such as social media and content marketing, repetitive administrative tasks, warehousing, and order fulfillment.

For instance, outsourcing logistic services from 3PL providers can save you the hassle of paperwork and frequent audits. Even better, they can help reduce shipping errors, delayed shipments, and stockout situations–especially if you’re making the move to micro-fulfillment, a growing trend in retail.

Using this distribution method, the fulfillment facility is localized near the customer base, thus shortening delivery lead times.

To help you determine which businesses are likely to benefit from this, Nick Malinowski, co-owner of 3PL company OTW Shipping LLC , explained: “Micro-fulfillment is going to be crucial for large retailers to offer an improved delivery experience for impatient customers. It also opens up the option for grocery delivery.”

Your staff will have a lot to do if you decide this model is right for your business and customers. You’ll also have to shell out resources (time and money) to get it done. Outsourcing takes away the hurdle and makes it easy to dive in and try things out without taking a huge financial hit.

The right tools can help you overcome the fear of retail failure

No business has ever succeeded without first facing risks and challenges. Confront them confidently by relying on data, fulfilling demand, optimizing processes, boosting capital, and staying one step ahead of the competition.

With Inventoro’s smart inventory features, you can achieve all of the above on your most valuable asset: inventory. Use it to optimize your product portfolio, generate accurate sales forecasts, and receive daily replenishments to maintain your stocks at optimal levels.

Start your 14-day free trial today.

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55 retail manager interview questions to use for customer service roles

Roles in retail management can be demanding and challenging. Candidates who are passionate about providing the best customer service should have communication, problem-solving, and active listening skills. It’s important to hire candidates with the determination to enhance customer satisfaction.

One way to find top talent is by using a Customer Service test . This skills test determines which candidates can boost your company’s revenue and improve customer retention rates.

So, are you ready to find professionals in retail management? Discover 55 retail manager interview questions and sample answers to help you hire the right person for your business.

25 frequently asked retail manager interview questions to test candidates , 8 sample answers to frequently asked retail manager interview questions, 20 retail manager interview questions related to problem-solving skills, 6 sample answers to problem-solving retail manager interview questions, 10 situational retail manager interview questions to ask job applicants, 5 sample answers to situational retail manager interview questions, when you should use skills tests in your hiring process, hire top talent using our skills tests and retail manager interview questions .

Check out these 25 frequently asked retail manager interview questions to test candidates’ knowledge of your open position and the customer service industry as a whole.

1. Why do you want to work in a retail management role?

2. What do you know about our company?

3. Are you comfortable creating training sessions for new employees?

4. Describe a time you had to make a critical decision.

5. What techniques do you use to ensure your team members stay productive?

6. How do you delegate tasks?

7. What steps have you taken to establish good communication with your team?

8. Tell me about your customer service philosophy.

9. How do you stay organized as a retail manager?

10. What qualities do you think are essential in a retail manager?

11. Do you have any experience working in leadership roles?

12. How do you ensure customers feel comfortable shopping in the store?

13. Have you ever had to fire an employee? How did you go about it?

14. What qualifications do you look for in potential employees?

15. How do you usually monitor your team’s performance?

16. Do you have experience managing inventory?

17. How long do you intend to stay in retail as a career?

18. Tell me about a time you exceeded a customer’s expectations.

19. What is your favorite part about managing others?

20. How would you describe your work style?

21. What does teamwork mean to you?

22. What do you believe creates a positive team culture?

23. Do you take risks as a retail manager?

24. How would your team describe your management skills?

25. What have been your greatest achievements as a retail manager?

Use these sample answers to some of the most frequently asked interview questions to determine which candidate could be a successful retail manager in your organization.

1. Tell me about your customer service philosophy.

A customer service philosophy is a set of crucial principles and practices that encourage team members to interact with customers the right way. Retail managers need to promote a shared objective for the team to ensure every customer receives the same positive experience.

Whether they’re beginners or experienced professionals, candidates should have their own beliefs and principles that help them provide consistent and effective customer support.

2. What techniques do you use to ensure your team members stay productive?

Retail managers should always be aware of how employees are performing in your business. The ideal candidate will talk you through the steps they take to monitor productivity levels and improve team members’ efficiency.

For example, they might prefer a feedback cycle that enables them and their team to discuss their top skills, achievements, and potential improvements.

Other techniques include the following:

Setting clear expectations at the start of each day

Using time management software

Measuring profits throughout the month

Focusing on results rather than hours

Providing more positive reinforcement

Creating short- and long-term goals

3. What steps have you taken to establish good communication with your team?

Communication is essential for building a productive team. Employees should know exactly what they need to achieve and how they can improve. Candidates with previous work experience in retail management can discuss how they enhanced their communication skills to strengthen the team.

For instance, one candidate may rely on productive feedback meetings to ensure all team members are on the same page.

Send candidates a Communication Skills test to determine whether they can communicate effectively with customers and team members. This test also gives them an opportunity to prove their active listening skills and ability to understand non-verbal cues.

4. What qualities do you think are essential in a retail manager?

This question focuses more on the candidate’s beliefs and expectations. Based on their response, you can learn more about their prominent personality traits , especially if you want to hire someone who fits your company’s culture.

Some of the vital qualities of a retail manager include the following:

Strong customer service skills

The ability to lead and guide others

Consistent motivation

Experience with project management software

Commercial awareness

Effective decision-making

Knowledge of sales and profits

Do you need to assess some of these abilities? Use a Retail Sales test to see whether candidates would improve customer satisfaction and maintain professional relationships after successful sales.

5. Have you ever had to fire an employee? How did you go about it?

A retail manager may sometimes need to terminate employees for various reasons. Hiring a candidate who can navigate this process professionally without breaking your organization’s regulations is essential.

Candidates should provide the steps they would take to fire an employee as smoothly as possible.

The best steps to navigate employee termination are to:

Document the main issues

Arrange a meeting with the employee

Cover essential contract termination points, such as pay and the final working day

Conduct an exit interview

Terminate the employee’s contract

6. How do you ensure customers feel comfortable shopping in the store?

Excellent customer service helps every person who walks into your store to feel comfortable. Retail managers should always ensure customers are happy since they drive sales and pass on their experience through word of mouth.

Candidates may have their own plans to improve customer satisfaction in the long term. For example, they could engage with in-store shoppers by sparking a conversation or discussing recent trends.

7. Do you have experience managing inventory?

Retail managers should understand inventory management and how it works. This process enables team members to track stock and give exact prices to customers. It also improves warehouse organization for businesses that sell an extensive range of products that require constant tracking.

Standard methods for managing inventory include to:

Write product information

Create a stock-receiving process

Invest in inventory management software

Set up regular stock alerts

Communicate the receiving procedures to team members

Assign each employee to a different section of the store

Are you searching for a data-driven way to test if candidates can handle these duties? Give them a Business Operations Management test to assess their inventory and supply chain management skills.

8. How do you usually monitor your team’s performance?

A team’s performance can tell retail managers whether they’re following the right customer service practices. Candidates with relevant work experience may already have performance monitoring methods, but beginners should still understand how to track your team’s strong and weak areas.

For example, the candidate may use monitoring software to see how each employee completes tasks and solves customers’ problems.

Here are 20 retail manager interview questions that can help you evaluate candidates’ problem-solving skills.

1. How would you handle our company’s profits suddenly declining?

2. Tell me about a time you had to resolve a conflict between team members.

3. What would you do if a customer had a negative experience?

4. Explain a mistake you made and how you handled it.

5. What would you do if there was an understaffed shift?

6. How do you deal with an employee who often calls in sick?

7. What would you do if an employee came to you about something personal?

8. The sales team failed to reach the monthly sales target. How would you deliver this feedback to your team?

9. How would you negotiate with a difficult person?

10. How would you approach a demanding stakeholder?

11. Tell me about a time you had to discipline a staff member for poor behavior and attitude.

12. Have you ever had a deadline you couldn’t meet? What happened?

13. How do you overcome stress during peak times in retail?

14. What would you do if higher management disagreed with your methods?

15. Have you ever tried to break your company’s rules to do things your way?

16. An employee struggles to issue a refund for a customer. How do you help them?

17. Tell us about a time you used leadership qualities.

18. What would you do if your business accidentally oversold products to customers?

19. Have you ever failed at something? What happened?

20. Tell me about a time you approached a task you’d never done before.

Come back to these sample answers when reviewing candidates’ responses to problem-solving retail manager interview questions.

There may be a time when your company’s profits suddenly plummet. Retail managers should have the determination and knowledge to combat declining sales. Ways to achieve this goal include focusing more on marketing strategies and reaching more customers through digital channels.

For instance, the ideal candidate will evaluate trends on social media to create compelling content for your store.

There’s an easy way to review your candidates’ potential actions in this scenario. Use a Problem Solving test to see how candidates respond to challenging situations using their analytical skills.

2. How do you deal with an employee who often calls in sick?

Sick days are inevitable for some employees, but if they become a regular occurrence for one team member, it may be a sign of another problem. Employees who constantly call in sick could be lying or dealing with a personal issue that the retail manager isn’t aware of.

Because of this problem, your business could be hindered by understaffed shifts and low productivity levels.

An ideal candidate will record the employee’s absences and arrange a private meeting to discuss the issue. If the employee doesn’t turn up or co-operate properly, it might be time to consider terminating their contract.

3. What would you do if a customer had a negative experience?

Retail managers should respond immediately to unhappy customers. A negative customer experience could affect your organization in many ways, including revenue loss, low retention rates, and a poor brand reputation.

Therefore, a retail manager needs to apologize and take responsibility. They must also use their active listening skills when solving customer complaints.

4. Tell me about a time you had to resolve a conflict between team members.

Research suggests that more than 36% of employees and managers experience conflict often . This conflict may result from a lack of communication or conflicting ideas. In a retail environment, it’s easy for team members to clash and disagree on how to approach tasks and improve customer service. Therefore, retail managers may need to step in at times.

The candidate may provide a previous example of conflicts they resolved or discuss ways they would ease the tension between team members. For instance, they could arrange a meeting with both parties to ensure everyone has the chance to talk and listen. As a result, team members must agree on a final outcome to prevent further conflict.

5. How do you overcome stress during peak times in retail?

Stress can make work much more challenging for retail managers, especially during peak months like November and December. These professionals must follow stress management practices to overcome job burnout.

One candidate may plan ahead of these peak times to stay organized. Other candidates could seek external support to ensure they feel motivated and healthy so that they can complete demanding tasks.

6. An employee struggles to issue a refund for a customer. How do you help them?

Employees may struggle to complete specific tasks. This challenge is especially true for new starters, so retail managers must have the patience, knowledge, and empathy to teach workers.

In their answer, the candidate should talk you through their steps. They might prefer to stand next to the employee and show them how to issue refunds. Or they may quickly sort the refunds themselves and arrange employee training on another day to ensure they don’t keep customers waiting.

One easy way to evaluate candidates’ ability in this area is to send them a Critical Thinking test to see how they use logic to solve complex problems independently.

Below is a list of 10 situational retail manager interview questions. You should choose questions that will help you learn more about candidates’ analytical thinking and approach to challenging situations.

1. What do you do if a customer wishes to pay for a large order entirely with change?

2. You have just closed the store, but a customer desperately wants to buy an item. What do you do?

3. What would you do if you saw a team member being rude to a customer?

4. One of the employees does not respect your authority. How do you approach them about it?

5. How successful have you been in delegating tasks? Explain your methods.

6. A customer approaches you and says they ordered click and collect, but the item still hasn’t arrived in your store. What do you do to resolve this issue?

7. You notice your stock is running low for a specific product, but none of the team members have documented it. How would you overcome this obstacle?

8. A customer tries to put a product in their bag without paying. Explain your process for approaching shoplifters.

9. One employee doesn’t turn up for work one day, and they haven’t called in sick. What are your next steps?

10. How would you encourage team members to engage more with customers in your store?

Refer to these sample answers to situational interview questions to identify a retail manager who can effectively complete the role’s duties.

explanation of 5 situation interview questions for retail managers

1. You have just closed the store, but a customer desperately wants to buy an item. What do you do?

Customers may need help desperately when they’re in a rush. This could mean grabbing a product at the last minute when your store is about to close. An ideal candidate will clearly describe their approach to handling these urgent sales.

For example, they might sincerely apologize to the customer if they can’t sell anything after cash register closures. However, if these machines are still operational, they could quickly verify the transaction to ensure a positive customer experience.

2. A customer approaches you and says they ordered click and collect, but the item still hasn’t arrived in your store. What do you do to resolve this issue?

With click and collect, customers can order a product directly to your store. An email confirmation then tells them the expected pick-up date. However, there may be occasions when the product doesn’t reach your store in time.

A successful retail manager will sincerely apologize to the customer and explain why the product has been delayed. They can also notify the customer via text message when the product has arrived in the store. In some cases, retail managers will issue a refund as a further apology.

Use a Verbal Reasoning test to determine which candidates can use their language skills to apologize well and reach a positive conclusion for the customer.

3. One of the employees does not respect your authority. How do you approach them about it?

Retail managers should always approach employees who have a negative attitude. It’s important that team members behave appropriately when working in customer service since it affects the store’s reputation.

One way to do this is by arranging a private meeting with the disrespectful employee. In this meeting, the ideal candidate should question their behavior and discuss ways to collaborate effectively with others. If the employee doesn’t respect the warning, it may lead to the end of their contract.

A Leadership & People Management test will tell you more about a candidate’s leadership style and ability to guide others with professional authority.

4. A customer tries to put a product in their bag without paying. Explain your process for approaching shoplifters.

Shoplifting is a common crime in the retail industry, and 72.4% of retail loss prevention executives believe that the overall risk of shoplifting in their organizations has increased since the start of the pandemic.

Customers can sneak products into their bags and walk out of your store without paying a single cent. The consequences of these crimes can include reduced profits, low employee morale, and tighter security measures that could exceed your company’s budget.

As a retail manager, it’s important to approach shoplifters the right way to avoid dangerous conflict. For example, they should use a confident and polite voice to request the stolen items back from the culprit.

5. What would you do if you saw a team member being rude to a customer?

Employees who are rude to customers can damage your organization’s reputation. Customers expect a positive experience, even when they’re being challenging or rude themselves. Therefore, hiring a retail manager who can teach employees to use polite language in difficult situations is essential.

One way to ensure the employee can diffuse tension is to give them some calming methods that will stop them from getting frustrated. Seeking help from another team member or taking deep breaths are common ways to resolve anger and prevent customer conflict.

The ideal time to use skills tests is before conducting interviews. There are plenty of advantages to this approach. By using skills assessments to prescreen candidates, you can ensure you’re only focusing on those with in-demand skills and knowledge of customer service.

Skills tests enhance your screening process by preventing unconscious bias and speeding up recruitment.

Research shows that 87% of companies either have skill gaps or expect to within the next few years. Employees can have impressive skills, but they’re not relevant if they don’t match the expectations of the role. To avoid skill gaps, consider using skills assessments that will help you find suitable talent.

pie chart of skills gaps in companies and organizations

For example, it’s great having an employee who communicates effectively with customers, but it may also be important for them to solve basic math equations when managing an organization’s finances.

Giving applicants a Communication test and an Intermediate Math test as part of a skills assessment will help you determine which candidates have both the customer service and financial knowledge needed for the role.

In addition, using an Excel competency test in pre-employment testing can help you measure business sense and the ability to analyze data – both which are key for retail management roles.

Our test library can help you find relevant skills assessments that match your customer service role. TestGorilla’s comprehensive tests evaluate crucial qualities, such as cognitive abilities, situational judgment, prominent personality traits, culture, and language.

Take a tour of our platform to learn more about how we can enhance your hiring process. We’ll help connect you with candidates who have the right skills and knowledge. You can also create a free account to get started right away.

Find talented professionals for your open position using our skills tests and retail manager interview questions.

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Culture Development

Workplace problem-solving examples: real scenarios, practical solutions.

March 11, 2024

In today’s fast-paced and ever-changing work environment, problems are inevitable. From conflicts among employees to high levels of stress, workplace problems can significantly impact productivity and overall well-being. However, by developing the art of problem-solving and implementing practical solutions, organizations can effectively tackle these challenges and foster a positive work culture. In this article, we will delve into various workplace problem scenarios and explore strategies for resolution. By understanding common workplace problems and acquiring essential problem-solving skills, individuals and organizations can navigate these challenges with confidence and success.

Understanding Workplace Problems

Before we can effectively solve workplace problems , it is essential to gain a clear understanding of the issues at hand. Identifying common workplace problems is the first step toward finding practical solutions. By recognizing these challenges, organizations can develop targeted strategies and initiatives to address them.

Identifying Common Workplace Problems

One of the most common workplace problems is conflict. Whether it stems from differences in opinions, miscommunication, or personality clashes, conflict can disrupt collaboration and hinder productivity. It is important to note that conflict is a natural part of any workplace, as individuals with different backgrounds and perspectives come together to work towards a common goal. However, when conflict is not managed effectively, it can escalate and create a toxic work environment.

In addition to conflict, workplace stress and burnout pose significant challenges. High workloads, tight deadlines, and a lack of work-life balance can all contribute to employee stress and dissatisfaction. When employees are overwhelmed and exhausted, their performance and overall well-being are compromised. This not only affects the individuals directly, but it also has a ripple effect on the entire organization.

Another common workplace problem is poor communication. Ineffective communication can lead to misunderstandings, delays, and errors. It can also create a sense of confusion and frustration among employees. Clear and open communication is vital for successful collaboration and the smooth functioning of any organization.

The Impact of Workplace Problems on Productivity

Workplace problems can have a detrimental effect on productivity levels. When conflicts are left unresolved, they can create a tense work environment, leading to decreased employee motivation and engagement. The negative energy generated by unresolved conflicts can spread throughout the organization, affecting team dynamics and overall performance.

Similarly, high levels of stress and burnout can result in decreased productivity, as individuals may struggle to focus and perform optimally. When employees are constantly under pressure and overwhelmed, their ability to think creatively and problem-solve diminishes. This can lead to a decline in the quality of work produced and an increase in errors and inefficiencies.

Poor communication also hampers productivity. When information is not effectively shared or understood, it can lead to misunderstandings, delays, and rework. This not only wastes time and resources but also creates frustration and demotivation among employees.

Furthermore, workplace problems can negatively impact employee morale and job satisfaction. When individuals are constantly dealing with conflicts, stress, and poor communication, their overall job satisfaction and engagement suffer. This can result in higher turnover rates, as employees seek a healthier and more supportive work environment.

In conclusion, workplace problems such as conflict, stress, burnout, and poor communication can significantly hinder productivity and employee well-being. Organizations must address these issues promptly and proactively to create a positive and productive work atmosphere. By fostering open communication, providing support for stress management, and promoting conflict resolution strategies, organizations can create a work environment that encourages collaboration, innovation, and employee satisfaction.

The Art of Problem Solving in the Workplace

Now that we have a clear understanding of workplace problems, let’s explore the essential skills necessary for effective problem-solving in the workplace. By developing these skills and adopting a proactive approach, individuals can tackle problems head-on and find practical solutions.

Problem-solving in the workplace is a complex and multifaceted skill that requires a combination of analytical thinking, creativity, and effective communication. It goes beyond simply identifying problems and extends to finding innovative solutions that address the root causes.

Essential Problem-Solving Skills for the Workplace

To effectively solve workplace problems, individuals should possess a range of skills. These include strong analytical and critical thinking abilities, excellent communication and interpersonal skills, the ability to collaborate and work well in a team, and the capacity to adapt to change. By honing these skills, individuals can approach workplace problems with confidence and creativity.

Analytical and critical thinking skills are essential for problem-solving in the workplace. They involve the ability to gather and analyze relevant information, identify patterns and trends, and make logical connections. These skills enable individuals to break down complex problems into manageable components and develop effective strategies to solve them.

Effective communication and interpersonal skills are also crucial for problem-solving in the workplace. These skills enable individuals to clearly articulate their thoughts and ideas, actively listen to others, and collaborate effectively with colleagues. By fostering open and honest communication channels, individuals can better understand the root causes of problems and work towards finding practical solutions.

Collaboration and teamwork are essential for problem-solving in the workplace. By working together, individuals can leverage their diverse skills, knowledge, and perspectives to generate innovative solutions. Collaboration fosters a supportive and inclusive environment where everyone’s ideas are valued, leading to more effective problem-solving outcomes.

The ability to adapt to change is another important skill for problem-solving in the workplace. In today’s fast-paced and dynamic work environment, problems often arise due to changes in technology, processes, or market conditions. Individuals who can embrace change and adapt quickly are better equipped to find solutions that address the evolving needs of the organization.

The Role of Communication in Problem Solving

Communication is a key component of effective problem-solving in the workplace. By fostering open and honest communication channels, individuals can better understand the root causes of problems and work towards finding practical solutions. Active listening, clear and concise articulation of thoughts and ideas, and the ability to empathize are all valuable communication skills that facilitate problem-solving.

Active listening involves fully engaging with the speaker, paying attention to both verbal and non-verbal cues, and seeking clarification when necessary. By actively listening, individuals can gain a deeper understanding of the problem at hand and the perspectives of others involved. This understanding is crucial for developing comprehensive and effective solutions.

Clear and concise articulation of thoughts and ideas is essential for effective problem-solving communication. By expressing oneself clearly, individuals can ensure that their ideas are understood by others. This clarity helps to avoid misunderstandings and promotes effective collaboration.

Empathy is a valuable communication skill that plays a significant role in problem-solving. By putting oneself in the shoes of others and understanding their emotions and perspectives, individuals can build trust and rapport. This empathetic connection fosters a supportive and collaborative environment where everyone feels valued and motivated to contribute to finding solutions.

In conclusion, problem-solving in the workplace requires a combination of essential skills such as analytical thinking, effective communication, collaboration, and adaptability. By honing these skills and fostering open communication channels, individuals can approach workplace problems with confidence and creativity, leading to practical and innovative solutions.

Real Scenarios of Workplace Problems

Now, let’s explore some real scenarios of workplace problems and delve into strategies for resolution. By examining these practical examples, individuals can develop a deeper understanding of how to approach and solve workplace problems.

Conflict Resolution in the Workplace

Imagine a scenario where two team members have conflicting ideas on how to approach a project. The disagreement becomes heated, leading to a tense work environment. To resolve this conflict, it is crucial to encourage open dialogue between the team members. Facilitating a calm and respectful conversation can help uncover underlying concerns and find common ground. Collaboration and compromise are key in reaching a resolution that satisfies all parties involved.

In this particular scenario, let’s dive deeper into the dynamics between the team members. One team member, let’s call her Sarah, strongly believes that a more conservative and traditional approach is necessary for the project’s success. On the other hand, her colleague, John, advocates for a more innovative and out-of-the-box strategy. The clash between their perspectives arises from their different backgrounds and experiences.

As the conflict escalates, it is essential for a neutral party, such as a team leader or a mediator, to step in and facilitate the conversation. This person should create a safe space for both Sarah and John to express their ideas and concerns without fear of judgment or retribution. By actively listening to each other, they can gain a better understanding of the underlying motivations behind their respective approaches.

During the conversation, it may become apparent that Sarah’s conservative approach stems from a fear of taking risks and a desire for stability. On the other hand, John’s innovative mindset is driven by a passion for pushing boundaries and finding creative solutions. Recognizing these underlying motivations can help foster empathy and create a foundation for collaboration.

As the dialogue progresses, Sarah and John can begin to identify areas of overlap and potential compromise. They may realize that while Sarah’s conservative approach provides stability, John’s innovative ideas can inject fresh perspectives into the project. By combining their strengths and finding a middle ground, they can develop a hybrid strategy that incorporates both stability and innovation.

Ultimately, conflict resolution in the workplace requires effective communication, active listening, empathy, and a willingness to find common ground. By addressing conflicts head-on and fostering a collaborative environment, teams can overcome challenges and achieve their goals.

Dealing with Workplace Stress and Burnout

Workplace stress and burnout can be debilitating for individuals and organizations alike. In this scenario, an employee is consistently overwhelmed by their workload and experiencing signs of burnout. To address this issue, organizations should promote a healthy work-life balance and provide resources to manage stress effectively. Encouraging employees to take breaks, providing access to mental health support, and fostering a supportive work culture are all practical solutions to alleviate workplace stress.

In this particular scenario, let’s imagine that the employee facing stress and burnout is named Alex. Alex has been working long hours, often sacrificing personal time and rest to meet tight deadlines and demanding expectations. As a result, Alex is experiencing physical and mental exhaustion, reduced productivity, and a sense of detachment from work.

Recognizing the signs of burnout, Alex’s organization takes proactive measures to address the issue. They understand that employee well-being is crucial for maintaining a healthy and productive workforce. To promote a healthy work-life balance, the organization encourages employees to take regular breaks and prioritize self-care. They emphasize the importance of disconnecting from work during non-working hours and encourage employees to engage in activities that promote relaxation and rejuvenation.

Additionally, the organization provides access to mental health support services, such as counseling or therapy sessions. They recognize that stress and burnout can have a significant impact on an individual’s mental well-being and offer resources to help employees manage their stress effectively. By destigmatizing mental health and providing confidential support, the organization creates an environment where employees feel comfortable seeking help when needed.

Furthermore, the organization fosters a supportive work culture by promoting open communication and empathy. They encourage managers and colleagues to check in with each other regularly, offering support and understanding. Team members are encouraged to collaborate and share the workload, ensuring that no one person is overwhelmed with excessive responsibilities.

By implementing these strategies, Alex’s organization aims to alleviate workplace stress and prevent burnout. They understand that a healthy and balanced workforce is more likely to be engaged, productive, and satisfied. Through a combination of promoting work-life balance, providing mental health support, and fostering a supportive work culture, organizations can effectively address workplace stress and create an environment conducive to employee well-being.

Practical Solutions to Workplace Problems

Now that we have explored real scenarios, let’s discuss practical solutions that organizations can implement to address workplace problems. By adopting proactive strategies and establishing effective policies, organizations can create a positive work environment conducive to problem-solving and productivity.

Implementing Effective Policies for Problem Resolution

Organizations should have clear and well-defined policies in place to address workplace problems. These policies should outline procedures for conflict resolution, channels for reporting problems, and accountability measures. By ensuring that employees are aware of these policies and have easy access to them, organizations can facilitate problem-solving and prevent issues from escalating.

Promoting a Positive Workplace Culture

A positive workplace culture is vital for problem-solving. By fostering an environment of respect, collaboration, and open communication, organizations can create a space where individuals feel empowered to address and solve problems. Encouraging teamwork, recognizing and appreciating employees’ contributions, and promoting a healthy work-life balance are all ways to cultivate a positive workplace culture.

The Role of Leadership in Problem Solving

Leadership plays a crucial role in facilitating effective problem-solving within organizations. Different leadership styles can impact how problems are approached and resolved.

Leadership Styles and Their Impact on Problem-Solving

Leaders who adopt an autocratic leadership style may make decisions independently, potentially leaving their team members feeling excluded and undervalued. On the other hand, leaders who adopt a democratic leadership style involve their team members in the problem-solving process, fostering a sense of ownership and empowerment. By encouraging employee participation, organizations can leverage the diverse perspectives and expertise of their workforce to find innovative solutions to workplace problems.

Encouraging Employee Participation in Problem Solving

To harness the collective problem-solving abilities of an organization, it is crucial to encourage employee participation. Leaders can create opportunities for employees to contribute their ideas and perspectives through brainstorming sessions, team meetings, and collaborative projects. By valuing employee input and involving them in decision-making processes, organizations can foster a culture of inclusivity and drive innovative problem-solving efforts.

In today’s dynamic work environment, workplace problems are unavoidable. However, by understanding common workplace problems, developing essential problem-solving skills, and implementing practical solutions, individuals and organizations can navigate these challenges effectively. By fostering a positive work culture, implementing effective policies, and encouraging employee participation, organizations can create an environment conducive to problem-solving and productivity. With proactive problem-solving strategies in place, organizations can thrive and overcome obstacles, ensuring long-term success and growth.

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What is Problem Solving? (Steps, Techniques, Examples)

By Status.net Editorial Team on May 7, 2023 — 5 minutes to read

What Is Problem Solving?

Definition and importance.

Problem solving is the process of finding solutions to obstacles or challenges you encounter in your life or work. It is a crucial skill that allows you to tackle complex situations, adapt to changes, and overcome difficulties with ease. Mastering this ability will contribute to both your personal and professional growth, leading to more successful outcomes and better decision-making.

Problem-Solving Steps

The problem-solving process typically includes the following steps:

Identify the issue : Recognize the problem that needs to be solved.
Analyze the situation : Examine the issue in depth, gather all relevant information, and consider any limitations or constraints that may be present.
Generate potential solutions : Brainstorm a list of possible solutions to the issue, without immediately judging or evaluating them.
Evaluate options : Weigh the pros and cons of each potential solution, considering factors such as feasibility, effectiveness, and potential risks.
Select the best solution : Choose the option that best addresses the problem and aligns with your objectives.
Implement the solution : Put the selected solution into action and monitor the results to ensure it resolves the issue.
Review and learn : Reflect on the problem-solving process, identify any improvements or adjustments that can be made, and apply these learnings to future situations.

Defining the Problem

To start tackling a problem, first, identify and understand it. Analyzing the issue thoroughly helps to clarify its scope and nature. Ask questions to gather information and consider the problem from various angles. Some strategies to define the problem include:

Brainstorming with others
Asking the 5 Ws and 1 H (Who, What, When, Where, Why, and How)
Analyzing cause and effect
Creating a problem statement

Generating Solutions

Once the problem is clearly understood, brainstorm possible solutions. Think creatively and keep an open mind, as well as considering lessons from past experiences. Consider:

Creating a list of potential ideas to solve the problem
Grouping and categorizing similar solutions
Prioritizing potential solutions based on feasibility, cost, and resources required
Involving others to share diverse opinions and inputs

Evaluating and Selecting Solutions

Evaluate each potential solution, weighing its pros and cons. To facilitate decision-making, use techniques such as:

SWOT analysis (Strengths, Weaknesses, Opportunities, Threats)
Decision-making matrices
Pros and cons lists
Risk assessments

After evaluating, choose the most suitable solution based on effectiveness, cost, and time constraints.

Implementing and Monitoring the Solution

Implement the chosen solution and monitor its progress. Key actions include:

Communicating the solution to relevant parties
Setting timelines and milestones
Assigning tasks and responsibilities
Monitoring the solution and making adjustments as necessary
Evaluating the effectiveness of the solution after implementation

Utilize feedback from stakeholders and consider potential improvements. Remember that problem-solving is an ongoing process that can always be refined and enhanced.

Problem-Solving Techniques

During each step, you may find it helpful to utilize various problem-solving techniques, such as:

Brainstorming : A free-flowing, open-minded session where ideas are generated and listed without judgment, to encourage creativity and innovative thinking.
Root cause analysis : A method that explores the underlying causes of a problem to find the most effective solution rather than addressing superficial symptoms.
SWOT analysis : A tool used to evaluate the strengths, weaknesses, opportunities, and threats related to a problem or decision, providing a comprehensive view of the situation.
Mind mapping : A visual technique that uses diagrams to organize and connect ideas, helping to identify patterns, relationships, and possible solutions.

Brainstorming

When facing a problem, start by conducting a brainstorming session. Gather your team and encourage an open discussion where everyone contributes ideas, no matter how outlandish they may seem. This helps you:

Generate a diverse range of solutions
Encourage all team members to participate
Foster creative thinking

When brainstorming, remember to:

Reserve judgment until the session is over
Encourage wild ideas
Combine and improve upon ideas

Root Cause Analysis

For effective problem-solving, identifying the root cause of the issue at hand is crucial. Try these methods:

5 Whys : Ask “why” five times to get to the underlying cause.
Fishbone Diagram : Create a diagram representing the problem and break it down into categories of potential causes.
Pareto Analysis : Determine the few most significant causes underlying the majority of problems.

SWOT Analysis

SWOT analysis helps you examine the Strengths, Weaknesses, Opportunities, and Threats related to your problem. To perform a SWOT analysis:

List your problem’s strengths, such as relevant resources or strong partnerships.
Identify its weaknesses, such as knowledge gaps or limited resources.
Explore opportunities, like trends or new technologies, that could help solve the problem.
Recognize potential threats, like competition or regulatory barriers.

SWOT analysis aids in understanding the internal and external factors affecting the problem, which can help guide your solution.

Mind Mapping

A mind map is a visual representation of your problem and potential solutions. It enables you to organize information in a structured and intuitive manner. To create a mind map:

Write the problem in the center of a blank page.
Draw branches from the central problem to related sub-problems or contributing factors.
Add more branches to represent potential solutions or further ideas.

Mind mapping allows you to visually see connections between ideas and promotes creativity in problem-solving.

Examples of Problem Solving in Various Contexts

In the business world, you might encounter problems related to finances, operations, or communication. Applying problem-solving skills in these situations could look like:

Identifying areas of improvement in your company’s financial performance and implementing cost-saving measures
Resolving internal conflicts among team members by listening and understanding different perspectives, then proposing and negotiating solutions
Streamlining a process for better productivity by removing redundancies, automating tasks, or re-allocating resources

In educational contexts, problem-solving can be seen in various aspects, such as:

Addressing a gap in students’ understanding by employing diverse teaching methods to cater to different learning styles
Developing a strategy for successful time management to balance academic responsibilities and extracurricular activities
Seeking resources and support to provide equal opportunities for learners with special needs or disabilities

Everyday life is full of challenges that require problem-solving skills. Some examples include:

Overcoming a personal obstacle, such as improving your fitness level, by establishing achievable goals, measuring progress, and adjusting your approach accordingly
Navigating a new environment or city by researching your surroundings, asking for directions, or using technology like GPS to guide you
Dealing with a sudden change, like a change in your work schedule, by assessing the situation, identifying potential impacts, and adapting your plans to accommodate the change.
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Module 4: Identifying and Understanding Customer Behavior

Habitual decision-making, learning objectives.

Describe how a retailer can satisfy the needs of habitual decision making customers by choosing to act in ways that increase loyalty

As you read, some consumers have an extended problem solving mindset, putting a great deal of effort into their purchase decisions. Others have a limited problem solving mindset, putting in little consideration because their purchase is trivial. Still, there is another way that consumers arrive at their purchase decisions and that is routinized response behavior or by habit.

These consumers don’t think about their purchase–not because it’s of low importance or trivial, but because they have already arrived at a conclusion about which product or brand will best meet their needs. They don’t need to dedicate more thought or consideration because their needs are being met (or exceeded). From a marketers perspective, this is ideal because the investments in marketing activity has paid off in the acquisition and retention of this customer, reflected in their on-going loyalty.

Customer loyalty results when a consumer has consistent, positive experiences with a product, brand, or firm over time. That is, it is on-going and reflects the breadth of value in all interactions, including in exchange, use, and experience.

Specifically, does the product or brand or firm provide value equal to or greater than what I pay for it (value in exchange)? Is the toothpaste worth the $3.49 I pay for it or more to me? Does it provide value to me in the form of the benefits I seek, when I use it (value in use)? Does the toothpaste freshen breath, whiten teeth and protect against gingivitis? And, does it provide value to me in how I experience it, which includes how I shop for and obtain it (value in experience)? Can I easily find this toothpaste where I shop in the quantities I want? Thus, customer loyalty is the result of a firm delivering customer value in all forms, meeting and exceeding consumer expectations over time.

Practice Questions

Habitual Decision-Making. Authored by : Patrick Williams. Provided by : Lumen Learning. License : CC BY: Attribution

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6 monumental retail problems your people can solve

Retailers face tough challenges in today’s world of changingconsumer habits, onmi-channel pressure and tight margins.

But some in the retail sector might be under-estimating a keyasset that can help them tackle these challenges - their own employees.

Store associates deal with customers every day, and they probablyunderstand the business challenges better than anyone does.

If they get the right training and support, they can be a powerfulweapon in the fight to stay competitive and profitable.

Here are just some of the ways your people hold the key to solvingretail’s biggest problems:

1. Profit loss and shrinkage

The problem: In 2015, the Global Retail Theft Barometer reported that retail shrinkage was running at almost 1.5% globally, amounting to $120 billion. In the UK, the cost to business in 2016 was £660 million, according to the Retail Crime Survey conducted by the British Retail Consortium. The top cause, at 66% (£438 million), is customer theft. Employee theft is second. Another factor in the UK is the slowing down in sales in some retail sectors.

How staff are key: Employees are the number one tool in preventing loss but they need help in knowing the tell-tale signs and in how to respond if they suspect someone is stealing.

How employers can support them: Ongoing training can provide a culture of loss prevention and lead to behaviour change within an organisation. Use short snippets of daily reinforcement learning to keep the issue top of mind for your staff every day. Developing a positive staff attitude is also important.

2. Disjointed customer experience

The problem: Three out of four customers list a bad customer experience as the main reason they are turned off a brand, according to leading CRM company, Salesforce. An inconsistent, disjointed offering across the brand channels, from online and mobile apps to high street stores, is a key factor behind the dissatisfaction and lack of conversion.

How staff are key: Knowledgeable staff with answers to hand and a wider understanding of how all the channels connect to form ‘a whole journey’ is essential for a seamless customer journey.

How employers can support them: Provide staff with the knowledge they need ‘on demand’. Continuous learning reinforcement, with answers available via devices will become the norm as retailers see how employee knowledge is vital in keeping customers.

3. Underperformance in omni-channel

The problem: A 2017 survey of 40 leading UK retailers in four sectors and a thousand of their customers found there is a growing chasm between what customers want and what retailers are offering. Less than 50% of retail customers are happy with their online, email and social media experience, while 58% of retailers provide different answers to the same question across multiple channels.

How staff are key: The survey concluded that “fast, high quality communications” and a trained-up staff were needed. Retail staff with this level of quality communications can improve the omni-channel approach.

How employers can support them: Again, it comes down to empowering staff with knowledge to provide prompt, correct answers and in understanding all channels, not just their own immediate work space.

4. Decaying customer loyalty

The problem: In this ‘Age of the Customer’, knowledgeable consumers know what they want and they’ll shop around to find it. It’s not just down to products and pricing; experience is often the top factor.

How staff are key: The Harvard Business Review says companies should ‘empower’ their employees to deliver a quality customer service and has produced a 5-step process.

How employers can support them: Staff require customer engagement skills and ‘Customer First’ values. Consider an interactive video tour of a customer journey, backed up with personalised, adaptable, relevant on-demand knowledge.

5. Data loss and cyber breaches

The problem: The British Retail Consortium’s 2016 Retail Crime Survey shows cyber-crime is increasing, accounting for 5% of shrinkage (£36 million). In addition, an estimated £100 million of losses through reported fraud is cyber-enabled. Meanwhile, the UK’s Information Commissioner’s Office said in August 2017 that the number of retail firms reporting data breaches has doubled in just one year.

How staff are key: According to PwC, some retailers are now instilling a culture where employees “are key in minimising the risk”.

How employers can support them: The PwC report says that as part of the culture, “organisations are investing in effective training and awareness programs”. Compliance and cyber security training can come in many forms including scenarios and games & gamification.

6. Reduction in spending per transaction

The problem: People are being more cautious about how and where they spend their cash.

How staff are key: Research tells us that customers spend more money when they receive assistance from engaged staff – sometimes as much as 40% more. And, if millennials are your target consumers, store associates are even more important. A new study suggests 66% of millennials find associates “extremely important” to their shopping experience.

How employers can support them: Provide a bespoke customer engagement skills program as part of a ‘customer first’ culture.

The bottom line is that for retailers to overcome these challenges, they’ll need a workforce that’s knowledgeable and engaged. Investing in people has never been so important for retail.

Get in touch to find out more about tackling any of these six monumental challenges.

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10 Examples of Strengths and Weaknesses of Job Interviews

In a job interview, learn to answer the question, "What are your strengths and weaknesses?"

[Featured Image] A woman talks about her weaknesses during a job interview.

It is very common for hiring managers to ask about your strengths and weaknesses during a job interview. Like any question, your response holds weight. An interview aims to evaluate your ability to get the job done. This is an opportunity to highlight your positive qualities and demonstrate a growth mindset.

Everybody has both strengths and weaknesses. Answering this question will help you provide a context example of how you use your strengths to shine and improve any weaknesses relevant to the role.

This article explains why interviewers ask this question, lists examples of strengths and weaknesses, and offers suggestions to help you answer wisely.

Why interviewers ask about strengths and weaknesses

This common question is a helpful tool for interviewers to understand your personality and working style. When hiring managers ask about your strengths and weaknesses, they evaluate a few things:

How do you conduct a self-assessment

Whether you are aware of your positive traits and how you use them in the workplace

Whether you can address your weaknesses and how you’ve worked to improve them

How your skills and traits will balance out those of current team members

Strategies for talking about strengths

It may be helpful to first reflect on this question from the hiring manager’s perspective. What qualities or competencies are they looking for in this specific role? Consider how you can leverage your strengths to align with a key competency of the job description.

For your strengths, be confident. This is your chance to highlight what makes you a great fit for the job. Mention one or two top strengths, and provide examples of how you’ve used them in the workplace. Suppose you can back this up with measurable results, which would be even better. Reflect on these two questions as you formulate your answer:

Why are you good at X?

How does X help you at work?

Here is a sample structure for a response:

I am [STRENGTH]. I learned this through [HOW YOU DEVELOPED STRENGTH], and this allowed me to [IMPACT of STRENGTH] at my current/previous job/experience.

When you approach this question, consider the positive qualities you embody and the skills you possess that serve you well in the workplace. Here is a list of strengths to consider:

Entrepreneurial

Detail-oriented

Collaborative

Problem-solver

Able to lead

Expert in a particular skill or software

Sample responses to "What are your strengths?"

These examples can give you an idea of the type of structured response. They demonstrate that you are confident of this strength and will use it to succeed in this specific role.

1. Collaborative

I am very collaborative. I’ve always enjoyed working on teams, and it is one of my strongest attributes. In my previous job as a marketing research analyst, I led a project involving diverse stakeholders, focus groups, and extensive field research, which taught me my ability to inspire others in stressful situations. The client used our insights to create a sustainable (both environmentally and financially) product.

2. Technical know-how

I love staying up-to-date with trends in the tech industry. From my current role, I know the ins and outs of SAP very well, so I can anticipate problems before they arise. I get excited about tinkering around with gadgets in my personal life, and this trait has come in handy in the workplace when I get to know a piece of software or program intimately.

3. Detail-oriented

As a content creator, I love brainstorming new approaches to reach our consumers. However, I am most known for my attention to detail. I care a lot about word choice because precise language can transform a piece from good to excellent (and I never miss a deadline). My blogs and articles consistently perform well and reach the top of Google searches.

4. Positive attitude

My positive attitude is definitely one of my strengths. I have been a restaurant server, tutor, and health aide in the past decade, all jobs that require plenty of energy and endurance. I can view a situation from multiple perspectives and empathise with my customers, students, and patients to understand their needs at any time.

5. Solving problems

I am a solutions-oriented person and a quick learner. As an electrical engineer, I learned to perform well under pressure when designing equipment because our team could only win a contract if we produced the blueprints quickly with as few resources as possible. I am fearless in asking questions to determine the challenge in these circumstances. I do extensive research so that every client is extra prepared.

Strategies for talking about weaknesses

We all have weaknesses—that's just a part of being human. But your capacity to recognise a weakness and work towards improvement can be a strength. The key to talking about your weaknesses is to pair self-awareness with an action and a result:

What's the weakness?

What have you been doing to improve?

How has that improvement had a positive impact on your work?

Your interviewer may approach this question differently, so you’ll want to be prepared for the possibilities. Variations might include:

• What would your current manager/colleagues say is your biggest weakness?

• If you could change one thing about yourself, what would it be?

• How do you bounce back from mistakes?

• What areas in your career do you feel you could improve?

Explaining that you are aware of a particular weakness and have taken steps to improve is a sign of maturity and drive that is attractive to employers. Here is a sample structure for a response:

I used to have trouble with [WEAKNESS]. I've been working to address this by [ACTION] and realised I was improving because of [IMPACT].

When preparing to discuss your weaknesses, choose one that allows you to demonstrate growth and enthusiasm for learning. Here are some weaknesses that you might select from for your response:

Self-critical

Disorganised

Prone to procrastination

Uncomfortable with public speaking

Uncomfortable with delegating tasks

Risk-averse

Competitive

Sensitive/emotional

Extreme introversion or extroversion

Limited experience in a particular skill or software

Sample responses to "What are your weaknesses?"

Feeling uncomfortable talking about your weaknesses to a potential employer is normal. But remember, this is an opportunity to showcase your ability to assess your performance honestly, respond to feedback positively, and continually improve—essential traits in almost any role.

The following examples can help you formulate your response.

1. Self-criticism

I can be quite critical of myself, leading to negative self-talk and burnout. I can avoid this by recording my goals, objectives, and key results and setting aside time to celebrate milestones and achievements, big and small. This not only helps me focus on how I'm benefiting the team, but it has also helped me improve my prioritisation of my most impactful tasks.

2. Fear of public speaking

I am a naturally shy person. Since I was a kid, I have always felt nervous about presenting in front of the class and translating into the workplace. I led a big project a few years ago and was asked to present it to board members. I was so nervous, but I realised I had to overcome this fear. I signed up for Toastmasters as a way to practice public speaking. Not only did this help get me through that first presentation, but it also helped me feel more confident as a leader. Now, I'm helping my team build presentation skills.

3. Procrastination

Procrastination has long been a bad habit of mine. It stems from a fear of failure, to be honest. In my last job as a real estate agent, keeping up with appointments and critical paperwork was essential to success. I started using Google Calendar and apps like Trello to manage my time better. Crossing things off my to-do list makes me feel accomplished, and I've learned to tackle more challenging tasks early in the day when I'm feeling refreshed and less likely to put them off.

4. Issues with delegating tasks

I'm a perfectionist, so I sometimes struggle to delegate tasks to my teammates. This has led to taking on too much. As a manager, I've been intentional about recognising the strengths of those on my team and delegating tasks that match those strengths. It was hard at first, but I've seen that by communicating clear expectations and trusting my team, they rise to the occasion, and I can manage projects more efficiently.

5. Lack of experience with skill or software

I haven't had as much experience with Python as I'd like. When I shifted to data analytics, I knew I'd need a statistical programming language to perform efficient analysis. I signed up for a Python for Everybody course, and I've found I really love it. I'm excited to start applying the techniques I'm learning to help make my workflow more efficient.

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A rising challenge in retail: addressing the lack of return visibility.

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Sylvia Ng is CEO of ReturnBear , a platform for e-Commerce reverse logistics making returns better for brands, customers, and the planet.

Picture this: You’re setting up for a virtual meeting with a successful ecommerce merchant who’s been doubling their business at a healthy clip. You come prepared to discuss their success, but instead of trumpet blasts and confetti, there's a cloud of worry hanging in the air when you join the call.

The worry? eCommerce returns.

The merchant is facing as much as a third or more of returns, largely thanks to two popular trends: Bracket Buying and Try Before You Buy. These trends can create a situation where the more the merchant sells, the more they lose. Growth and revenue may come at a cost of profit, which puts pressure on internal teams to improve operating margins.

Over the years, I’ve witnessed the rising tide of ecommerce returns bringing new challenges for merchants to navigate. Despite how widespread return problems are now, many merchants still can’t quantify the issue. The truth is, "only 6% of companies report full visibility on their supply chain, while 69% of companies don’t have total visibility." Merchants largely don’t know how bad the return problem really is. Return rates are rough estimates, and many are unaware of which products are returned, which regions have higher returns, the cost of processing returns, and the frequency of fraud, among other issues.

In my own experience, the first step in addressing the problem is understanding it.

Why is there a lack of visibility in the supply chain, particularly in reverse logistics?

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Reverse logistics is often an afterthought. “Sell first, worry about everything else later” is how many merchants operate. And for good reason; what ecommerce brand doesn’t have sales as a primary goal? Merchants may not worry about returns until they start piling up, but by then, the pile is already there, without systems to handle it.

The fragmented landscape of systems used by merchants often doesn’t make data connections easy. In a system ocean littered with acronyms such as WMS (Warehouse Management Software), OMS (Order Management Software), IMS (Inventory Management Software) and ERP (Enterprise Resource Planning) software, merchants need to plan for data lakes and single sources of truth or risk drowning in spreadsheets. Third-party website tooling is also important but easily forgotten, leading to visibility problems. Not to mention how the proliferation of marketplace selling can create data standardization and control issues , because the data is often controlled by third parties like Amazon and Walmart and not merchants directly.

The reverse logistics industry is ripe for disruption. Investors have been keen to back new technologies, but many favor software-as-a-service (SaaS) solutions over physical logistics. It’s not hard to understand why; SaaS software boasts profit margins as high as 90% , while logistics margins hover around a mere 10% to 20% . Consequently, many bigger-name players in the reverse space offer solutions that are “pixels, not parcels.” They deal with post-purchase experiences or exchanges or return authorizations purely from a software perspective and never actually touch logistics.

How ironic is it that reverse logistics is being addressed by providers who don’t do logistics? You can’t solve what is fundamentally a real-world problem with digital solutions. “Parcel” problems like weather, machinery breakdowns and personnel getting sick come with taking returns back from consumers. I have found that most investors have been shy to invest in solving parcel problems because it’s risky, but that leaves merchants with incomplete solutions. Merchants must integrate software with warehouse and carrier operations, often resulting in visibility gaps.

The lack of visibility ultimately means an impact on customers.

When you think about it, reverse logistics exists to serve the end consumer with a refund, exchange or store credit, and if a merchant doesn’t have visibility into that process, neither do the customers. Uncertainty about refund statuses, confusion about rejected items and lengthy assessment processes can lead to customer dissatisfaction. If you don’t believe me, look up any large brand’s online reviews and see how many of the low ratings stem from return problems. To keep customers loyal, merchants should support them when issues arise. A low return rate might not mean happy customers but rather that customers find returning items to be too difficult, so they don't bother. In my experience, this makes them less likely to buy again.

If you don't understand why customers return items, it's hard to prevent it. Without knowing the full cost of returns, including customer support, reducing expenses can be tricky. But I have found that analyzing return costs and speed can provide insights for cutting costs and boosting sales.

What can be done about this visibility problem?

1. Create a comprehensive map and consolidate the data in a central system. Track your full journey, from when the customer requests the return to when they drop off the item or get the item picked up, when the item is in transit and when it arrives back at your retail stores or warehouses.

2. Act on your data insights. Want to understand return costs? I recommend focusing on hidden costs like customer service time spent on addressing returns. Examine customer service complaints and reviews, or survey your customers for their thoughts.

3. Simplify the process. Carve out time to regularly review the tools and vendors you’re using and see if any can be removed. Better yet, don’t add new things without also removing something from your system. This can help you simplify your stack for customers and make the overall return process more user-friendly.

4. Consider using an end-to-end solution. (Full disclosure: My company offers these services, as do others.) Working with an end-to-end partner can help you streamline the process to avoid patching together various solutions and invest as much effort on the data front to collect all the necessary information.

Many merchants try to solve their reverse logistics problems when they become obvious, but a lack of visibility often prevents them from being successful at it. Even some of those who bought reverse logistics companies during the pandemic have had to offload their acquisitions . But by recognizing returns as an opportunity for growth and taking steps to create visibility, you can transform your returns process into a strategic advantage.

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Into all problem-solving, a little dissent must fall

Events of the past several years have reiterated for executives the importance of collaboration and of welcoming diverse perspectives when trying to solve complicated workplace problems. Companies weren’t fully prepared for the onset of a global pandemic, for instance, and all that it engendered—including supply chain snarls and the resulting Great Attrition and shift to remote (and now hybrid) work, which required employers to fundamentally rethink their talent strategies . But in most cases leaders have been able to collaborate their way through the uncertainty, engage in rigorous debate and analyses about the best steps to take, and work with employees, suppliers, partners, and other critical stakeholders to react and, ultimately, recover.

And It’s not just COVID-19: many organisations have had to rethink their business strategies and practices in the wake of environmental concerns, the war in Ukraine, and social movements sparked by racial injustice, sexual misconduct, and widespread economic inequity . Ours are fast-moving, complex times, rich not just in worrisome challenges but also in exciting potential—organisations that enable innovation will find ample opportunities to thrive. So now more than ever, decision makers can’t act alone; they must bring diverse perspectives to the table and ensure that those voices are fully heard . 1 Sundiatu Dixon-Fyle, Kevin Dolan, Vivian Hunt, and Sara Prince, “ Diversity wins: How inclusion matters ,” McKinsey, May 19, 2020.

But while many leaders say they welcome dissent, their reactions often change when they actually get some. They may feel defensive. They may question their own judgment. They may resent having to take time to revisit the decision-making process. These are natural responses, of course; employees’ loyalty and affirmation are more reassuring to leaders than robust challenges from the group. There is discomfort, too, for potential dissenters; it is much safer to keep your thoughts to yourself and conform than to risk expulsion from the group. 2 Derived from this work on the evolutionary origins of social and political behavior: Christopher Boehm, Hierarchy in the Forest: The Evolution of Egalitarian Behavior , Cambridge, Massachusetts: Harvard University Press, 2001.

What’s missing in many companies, in our experience, is the use of “contributory dissent” or the capabilities required to engage in healthy if divergent discussions about critical business problems. Contributory dissent allows individuals and groups to air their differences in a way that moves the discussion toward a positive outcome and doesn’t undermine leadership or group cohesion . 3 McKinsey itself has established obligation to dissent as one of its core values alongside those focused on client service and talent development. For more, see Bill Taylor, “True leaders believe dissent is an obligation,” Harvard Business Review , January 12, 2017.

McKinsey’s research and experience in the field point to several steps leaders can take to engage in healthy dissent and build a culture where constructive feedback is expected and where communication is forthright. These include modeling “open” behaviors, embedding psychological safety and robust debate into decision-making processes, and equipping employees with the communication skills that will allow them to contribute dissenting opinions effectively.

In this article we outline the steps leaders can take to encourage healthy dissent, and the actions teams and individuals can take to share their voices and perspectives most effectively. It takes both sides, after all, to engage in robust debate, find the right solutions, and enable lasting, positive change.

How leaders can encourage contributory dissent

Senior leaders in an organisation play a central role in ensuring that individuals and teams see contributory dissent as a normal part of any discussion. They can signal the importance of dissent by taking a series of steps to institutionalise the practice within an organisation and empower employees to share their ideas freely and productively. Specifically, senior leaders should strive to inspire rather than direct employees to collaborate, explicitly demand dissent and, taking that one step further, actively engage with naysayers (see sidebar “How to encourage healthy dissent”). 4 Leaders can also draw on McKinsey’s “influence model” for changing mindsets and behaviors: role modeling, fostering understanding and conviction, reinforcing with formal mechanisms, and developing talent and skills. For more, see Tessa Basford and Bill Schaninger, “ The four building blocks of change ,” McKinsey Quarterly , April 11, 2016.

Inspire, don’t direct

How to encourage healthy dissent.

To encourage dissent through personal leadership:

Lead to inspire, not to direct:

Empower the group to come up with ideas: “None of us knows the answer yet, but we can work it out together if we harness the best of everyone’s thinking.”

Foster dissent by actively seeking it:

Explicitly seek dissent; give people permission and encouragement.
Consider including dissent as a stated organisational value.
Make provision for open discussion in the buildup to decisions.

Welcome open discussion when it comes:

Listen to dissenters and naysayers, and thank them for their insights.
Recognise this as a usefully unfiltered channel for understanding the organisation’s perceptions on issues.
Seek to bring dissenters along the decision journey, so they become positive influencers later during implementation.
Employ deliberate techniques such as red teaming and pre-mortems to widen the debate and mitigate groupthink.

As the inspirational speaker Simon Sinek put it, “The role of a leader is not to come up with all the great ideas. The role of a leader is to create an environment in which great ideas can happen.” 5 Simon Sinek, Start with Why: How Great Leaders Inspire Everyone to Take Action , New York, NY: Portfolio, 2009. That is especially important for fostering an atmosphere of collaboration and contributory dissent. Rather than immediately jump into a discussion about solutions, one senior leader in an international organisation addressed his team’s anxiety in the wake of a crisis. “Let me guess,” he said, “you’re all feeling confused and uncertain about the way ahead. Terrific. I’m so glad we are of one mind and that we all understand our situation correctly! I’m sure that we can work it out together, but it’s going to require the best of everyone’s thinking. Let’s get started.” His authenticity and understated humor allowed him to connect with the group and inspired them to keep calm, carry on, and generate solutions that the leader alone couldn’t have come up with. Harvard professor Ron Heifetz describes this as creating a holding environment, a key element of adaptive leadership. 6 Ronald A. Heifetz and Mary Linksy, Leadership on the Line: Staying Alive through the Dangers of Leading , Boston, MA: Harvard Business School Press, 2002; Ronald Heifetz, Alexander Grashow, and Marty Linksy, The Practice of Adaptive Leadership: Tools and Tactics for Changing Your Organization and the World , Boston, MA: Harvard Business Press, 2009.

Explicitly demand dissent

It’s not enough for leaders to give people permission to dissent; they must demand it of people. In many companies, individuals and teams may (understandably) default to collegiality, not realizing that there are ways to challenge ideas while still respecting colleagues’ roles and intellect. It’s on senior leaders, then, to help employees understand where the boundaries are. In World War 1, Australia’s General Sir John Monash was determined to develop better tactics to overcome the catastrophic impasse of trench warfare. He knew there were answers to be found from the experience of soldiers in the trenches, but he needed to loosen the military discipline of blind obedience: “I don’t care a damn for your loyal service when you think I am right; when I really want it most is when you think I am wrong.” Monash scheduled open battle planning sessions and pulled in advice from whoever offered it. In doing so, he built ownership of and confidence in his plans among all ranks. The resulting orchestration of tanks, artillery, aircraft, and troops led to rapid advances along the Somme Valley, and Monash garnered respect and appreciation from his troops, whose chances of survival and ultimate victory had increased markedly.

Actively engage with naysayers

Taking the demand imperative one step further, it’s beneficial for leaders to actively seek out the views of vocal naysayers , who can turn into influential champions just by being part of the conversation. They can immediately improve the nature of business debate and may boost the quality of the final decision, although engaging with naysayers can be tough. Some dissenting opinions can be ill-informed or uncomfortable to hear. The objective for senior leaders, then, is to put their discomfort aside and listen for signs of cognitive dissonance within an organisation. As an example, front-line employees may say things like “We’re not considered strategic thinkers,” or “The company doesn’t put people first,” while senior management may actually feel as though they have made strides in both of those areas. Still, leaders need to absorb such comments, treat them as useful data points, assess their validity, and engage in what may be a challenging discussion. They may want to use red teams and premortems , in which teams at the outset anticipate all the ways a project could fail, to frame up dissenting opinions, mitigate groupthink, and find a positive resolution. These behaviours also serve to enhance organizational agility and resilience .

How leaders can establish psychological safety

Senior leaders need to establish a work environment in which it is safe to offer dissenting views. The McKinsey Health Institute’s work on employee well-being points to a strong correlation between leadership behaviors, collaborative culture, and resistance to mental health problems and burnout : only 15 percent of employees in environments with low inclusivity and low support for personal growth are highly engaged, compared with 38 percent in high-scoring environments. 7 “ Addressing employee burnout: Are you solving the right problem? ,” McKinsey, May 27, 2022. Leaders can build psychological safety (where team members feel they can take interpersonal risks and remain respected and accepted) and set the conditions for contributory dissent by rethinking how they engage in debate—both the dynamics and the choreography of it.

The dynamics of debate

The poet and playwright Oscar Wilde described a healthy debating culture as one in which people are “playing gracefully with ideas”— listening to, and even nourishing, opposing points of view in a measured and respectful way. 8 The Complete Works of Oscar Wilde, Volume 2: De Profundis, “Epistola: In Carcere et Vinculis,” Oxford, United Kingdom: Clarendon Press, 2005. Indeed, the best ideas can emerge at the intersection of cultures and opinions. In 15th century Florence, for instance, the Medici family attracted and funded creators from across the arts and sciences to establish an epicenter of innovative thinking that sparked the Renaissance. 9 Frans Johansson, The Medici Effect: Breakthrough Insights at the Intersection of Ideas, Concepts, and Culture , Boston, MA: Harvard Business School Press, 2004. Closer to this century, we have seen cross-discipline innovations like the application of biologists’ research on ant colonies to solve problems in telecommunications routing. And in the business world, extraordinary innovations have been achieved by open-minded leaders bringing together smart people and creating the conditions for playful exploration.

To achieve a state of “graceful play,” senior leaders must carefully manage group dynamics during debates. Rather than lead with their own opinions, for instance, which might immediately carry outsize weight in the group and stifle discussion, senior leaders can hold back and let others lead the discussion . They can lean in to show genuine curiosity or to explicitly recognise when a dissenting view has changed their thinking. But by letting other, more junior voices carry the agenda and work through ideas, however imperfect, senior leaders can establish a climate of psychological safety—and garner more respect from colleagues long term. 10 Amy C. Edmondson, The Fearless Organization: Creating Psychological Safety in the Workplace for Learning, Innovation, and Growth , Hoboken, NJ: John Wiley & Sons, 2019.

Leaders will also need to be aware of cultural differences that may crop up during debates. For example, many Australians speak candidly and are happy to address issues squarely. By contrast, the concept of “face” is so important in many Asian cultures that a more circumspect approach is taken. And the Pacific and Maori cultures emphasize displays of both strength and respect. 11 Erin Meyer, The Culture Map: Breaking through the Invisible Boundaries of Global Business , Philadelphia, PA: PublicAffairs, 2014. These differences in debate dynamics really matter. They can be a great source of hybrid vigour, 12 “Heterosis, also called hybrid vigour: the increase in such characteristics as size, growth rate, fertility, and yield of a hybrid organism over those of its parents. The first-generation offspring generally show, in greater measure, the desired characteristics of both parents.” Encyclopedia Britannica , accessed September 19, 2022. if sensitively managed, or a source of conflict and disenfranchisement if not. To approach these differences in a positive way, senior leaders could undertake a mapping exercise that identifies the different styles of the cultures present, thereby providing validation and enabling pragmatic measures to integrate them.

Choreographing debate

Beyond just managing debate dynamics, business leaders must take a hand in choreographing the debate and, specifically, in helping to design collective-thinking processes so people know how best to play their part. Business leaders may adopt a structured approach to brainstorming, for instance, or plan strategic off-site schedules that combine deliberate thinking with “distracted” thinking—taking time to engage in a social activity, for instance—to take advantage of employees’ deep-thinking processes.

How deliberate choices by the leader can optimise a decision-making process

A leader must consciously assess each new situation and design the collective-thinking process accordingly, then articulate this so that people know how best to play their part.

In doing so, the leader should consider an array of questions, the answers to which will determine the context, for example:

What does success look like?
Will the organisation underwrite initial failures in the interests of agility and innovation?
How broad and freethinking an analysis is required?
What are the explicit expectations for contributory dissent?
Are any topics and behaviours out of bounds?
Who will lead the discussion, and how will comments be captured?
Does urgency mean that it’s better to be directive?
Who will be consulted?
Which decisions can be delegated, and to whom?
Whose support needs to be built?
What parameters and boundaries exist?
Are there interim decisions and communications required?
What form should the deliverable outcomes take?
When are the deliverables required?
Direction setting on these parameters by the leader focuses the team, while also creating space for creativity and iterative learning.

To create a sustainable structure for debate, business leaders will need to consider questions relating to team structure and rules of engagement: What does success look like when it comes to contributory dissent? What topics and behaviors are out of bounds? Who will lead the discussion, and how will comments be captured? Who has the final say on decisions, or which decisions can be delegated, and to whom? (For a more comprehensive explanation, see sidebar “How deliberate choices by the leader can optimise a decision-making process.”)

Having these parameters in place can free up the team to think more creatively about the issue at hand. Establishing such protocols can also make it easier to raise dissenting opinions. At one company, people are asked to call out their underlying values or potential biases when expressing a dissenting view. During meetings of the promotion committee, for instance, a statement like “I think we are making the wrong decision” would be rephrased as “I am someone who values experience over collaboration, and this decision would risk losing too much institutional knowledge.”

How individuals and teams can engage and dissent

As we’ve shared, senior leaders can take steps to set conditions for robust discussion and problem-solving, but individuals and teams themselves must also have the right mindsets and skills for contributory dissent to work well (see sidebar “How teams and individuals can dissent effectively”). In particular, they must embrace the obligation to dissent, actively make space to analyse ideas that are different from their own, and then find ways to either iterate on others’ ideas or respectfully agree to disagree.

Embrace the obligation to dissent

How teams and individuals can dissent effectively.

For dissent to be effective, its delivery requires courage and tactical skills underpinned by sincere respect and grace. Speaking up with respect is the right thing to do, and the responsibility to do so exists, even if there is uncertainty. The following guidelines are useful in enabling effective dissent:

Prepare a welcome for dissenting views:

Understand the context and motivations of others, appreciate their views, and syndicate your own.
Stop and strategise before wading into the conversations, establish a solid platform for agreement, and explicitly seek permission to dissent.

Play the long game:

Be open minded and iterative. Don’t expect to succeed on the first try.
Listen to others for what their views might add rather than to defend your own.

Withhold assent if you need to, but do it carefully:

Withholding assent is a legitimate option if done judiciously.
Minimise offense to and loss of face for the decision maker.
If principles or legality is at stake, document your dissent.

Individuals and teams need to exhibit a certain amount of humility and confidence in order to speak truth to power with respect; they must be sure for themselves that doing so is the right thing to do. To build this confidence, individuals and teams should remember that the very act of dissent can be valuable, even if the contribution itself isn’t 100 percent baked. Others can react or build on the dissenting view—which, in itself, can be a satisfying process for a dissenter. If the ultimate decision isn’t what they proposed, they still helped shape it by offering and testing a worthy possibility.

Make space to analyse different views

Individuals and teams may need time to determine their positions on an issue. During this period, it’s important to be (and seen to be) open-minded and respectful of others’ views. That means asking lots of questions, gathering information, assessing others’ motivations, and acknowledging their views before syndicating alternatives of your own. Much of this fact gathering can be done one-on-one, in a nonconfrontational way, in offline conversations rather than in a tension-filled meeting room. In these conversations, individuals could start by reaffirming a shared commitment to finding a solution to the issue at hand, their respect for the decision-making process and the group, and areas of broad agreement. They could also signal their possible intention to dissent and seek permission to do so rather than confronting people head-on. People will find it harder to refuse that permission, and will be less likely to get defensive, when approached with statements like “This is a great discussion, and I love the vision of where we are headed, but would it be OK for us to explore some alternatives for how to get there?”

Agree to iterate …

Individuals and teams that decide to offer dissenting views should agree to iterate on other solutions, rather than digging in. Their dissenting opinions should be cogent, persuasive, and open-minded—but dissenters shouldn’t expect to change hearts and minds on the first try. They should plant seeds gently and bide their time; they might even see their idea come back as someone else’s. The critical skill required here is active, open listening: dissenters should listen carefully for others’ additive insights and find ways to build on them. In their contributory dissent, individuals and teams can take a moment to summarize what others have said and then use statements like “Can I offer another take?” and then allow the momentum of the conversation to take over.

… or agree to disagree

But what happens if, after all the considered and tactful input, the dissenter still believes a decision is heading in the wrong direction? In our experience, withholding assent then becomes a legitimate option: people shouldn’t agree if they don’t agree. This is where all the careful, respectful groundwork the dissenter has done can pay dividends. In fact, a dissenting view gains even more power when an individual can say something like, “I still believe in my alternate solution, but I’m grateful for the opportunity to contribute to this process, and I respect that you have the final say.” In this case, the dissenter is supporting the leader while flagging that the open debate hasn’t convinced them to change their initial view.

Of course, withholding assent should be a relatively rare action, taken only after an individual or team has shown that they can accommodate other views and have aligned with the consensus when they believe it’s right to do so. Think of US Supreme Court associate justice Ruth Bader Ginsburg, who joined the consensus view on many decisions but who is especially celebrated for the positive changes that arose from her highly influential dissenting opinions on issues such as gender equity, human rights, and religious freedom.

Contributory dissent can help strengthen employee engagement, unlock hidden insights, and help organisations solve tough challenges. But putting it into practice takes courage and humility, and it won’t just happen by accident. Leaders need to be intentional about welcoming challenges to their plans and opinions, even when it’s uncomfortable to do so. They need to establish cultures and structures where respectful debate can occur and where individuals and teams feel free to bring innovative—and often better—alternative solutions to the table.

Ben Fletcher is a senior partner in McKinsey’s Sydney office, Chris Hartley is a partner in the Melbourne office, Rupe Hoskin is a senior expert in the Canberra office, and Dana Maor is a senior partner in the Tel Aviv office.

The authors wish to thank Jacqueline Brassey, Nikki Dines, Richard Fitzgerald, Sam Hemphill, Ayush Jain, Jemma King, and Martin Nimmo for their contributions to this article.

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Welcome to the daily solving of our PROBLEM OF THE DAY with Yash Dwivedi . We will discuss the entire problem step-by-step and work towards developing an optimized solution. This will not only help you brush up on your concepts of Number Theory but also build up problem-solving skills. In this problem, we are given an infinite number line. You start at 0 and can go either to the left or to the right. The condition is that in the ith move, you must take i steps. Given a destination d, find the minimum number of steps required to reach that destination.

Input: d = 2 Output: 3 Explanation: The steps taken are +1, -2 and +3

Give the problem a try before going through the video. All the best!!! Problem Link: https://www.geeksforgeeks.org/problems/minimum-number-of-steps-to-reach-a-given-number5234/1

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Describe how a retailer can satisfy the needs of habitual decision making customers by choosing to act in ways that increase loyalty. As you read, some consumers have an extended problem solving mindset, putting a great deal of effort into their purchase decisions. Others have a limited problem solving mindset, putting in little consideration ...
6 monumental retail problems your people can solve
Here are just some of the ways your people hold the key to solvingretail's biggest problems: 1. Profit loss and shrinkage. The problem: In 2015, the Global Retail Theft Barometer reported that retail shrinkage was running at almost 1.5% globally, amounting to $120 billion. In the UK, the cost to business in 2016 was £660 million, according ...
What Are Problem-Solving Skills? Definitions and Examples
Although problem-solving is often identified as its own separate skill, there are other related skills that contribute to this ability. Some key problem-solving skills include: Active listening. Analysis. Research. Creativity. Communication. Decision-making. Team-building.
15 Real-Life Case Study Examples & Best Practices
For example, "How a CRM System Helped a B2B Company Increase Revenue by 225%. Introduction/Executive Summary: Include a brief overview of your case study, including your customer's problem, the solution they implemented and the results they achieved. Problem/Challenge: Describe the problem your customer faced before using your product or service.
10 Examples of Strengths and Weaknesses of Job Interviews
Now, I'm helping my team build presentation skills. 3. Procrastination. Procrastination has long been a bad habit of mine. It stems from a fear of failure, to be honest. In my last job as a real estate agent, keeping up with appointments and critical paperwork was essential to success.
A Rising Challenge In Retail: Addressing The Lack Of Return ...
1. Create a comprehensive map and consolidate the data in a central system. Track your full journey, from when the customer requests the return to when they drop off the item or get the item ...
Embracing the obligation to dissent
Events of the past several years have reiterated for executives the importance of collaboration and of welcoming diverse perspectives when trying to solve complicated workplace problems. Companies weren't fully prepared for the onset of a global pandemic, for instance, and all that it engendered—including supply chain snarls and the resulting Great Attrition and shift to remote (and now ...
PROBLEM OF THE DAY : 12/05/2024
In this problem, we are given an infinite number line. You start at 0 and can go either to the left or to the right. The condition is that in the ith move, you must take i steps. Given a destination d, find the minimum number of steps required to reach that destination. Example : Input: d = 2. Output: 3.