Problem Solving Process


It is important that in any organization for both the management and the employee be good in problem-solving. Problem-solving includes a system of thoughts and actions that people should take to deal and fix issues affecting them or the other (Deivakumaran, 2014). Three things that are pre-requisite for the effective problem-solving process include learning and implementing the art of listening, evaluating and communication. A successful organization in most cases is comprised of a collection of people with different personalities, skills, and talent. Naturally, issues in the organization will arise that will prompt the use of the problem-solving technique. Every problem is unique and therefore requires the use of a method that is methodical and also step-by-step. This paper will include analysis of a scenario in an organization that involves a problem that needs to be addressed. The solution to the problem will be discussed as per the problem-solving process and techniques.

Problem Definition

In the scenario 1, the problem indicated here is a breakdown of communication. In the organization, a recent training held within the organization did not achieve the intended purposes. As an employee of the human research department in charge of training, I have identified that some employees did not understand most of the training. This is not because they failed to attend but rather because the language used for communication was at a higher level which there could not easily understand. There was the use of jargons and obscure language that prevented these employees from grasping the content of the training and the objectives it had set to achieve. This has led to poor compliance with company policy and instructions. The training and documents within the organizations are written in a high-level language causing some of the intended receivers not to comprehend and understand the intended message.

Problem analysis

The problem in this scenario leads to communication breakdown in the training offered, company correspondence and other official documents. This is creating issues especially the non-native speakers due to the complex level language. While the training was meant to enhance compliance with the internal requirements, the manner in which the content was delivered affected the success of achieving the core objective. It is clear that official documents and policies uses complex level language. This implies that some of the instructions will not be adhered to which will give rise to more issues related to the competency of the employees. The problem is even made worse by the fact that the manager in charge of the non-English speaking languages fails to the magnitude of the problem and claims that anyone who does not understand should be out of USA. The manager also fails to connect with the plight of the employees he is supposed to handle their affairs. Apart from the complex instruction and policies, these employees have not been found with other work-related issues. This implies that dealing with this issue requires ensuring that the communication process produces the required results message intended in every correspondence and document is well understood by all. Failure to understand the use of complex language does not imply that the non-English are less competent in their skills. However, their outcomes will be affected if instructions continue to be offered in a manner that they cannot comprehend.


Creation of customized training for all the non-English speaker. This will have a session with this category of the employees. The non-adherence to the company policies is not out of ignorance but rather a failure to decode the requirements of the training. The training will be offered in a manner that all employees will be in a position to understand, and ask questions for any queries they may be having. In this session, the company documents and policies can be discussed and broken down into components that all employees can relate and connect to. This act will also offer a re-affirmation to these employees on the importance of their importance in the organization. Their skills are important and should not be let go or left underutilized because of a few English jargons that create a breakdown of the communication process.

An individualized program can be another option in dealing with this. While the option described above deals with all the non-English speakers, this will only be made available to member who has clearly been indicated to be having to misunderstand either with the general training or other requests put forward through correspondences and company policy documents

The other alternative includes holding the opinion held by the non-English employees that any living in the USA should understand English and of not they should head back to their original countries. This implies that the employees are left out there struggling with the intended meaning of the communication documents and policies. This approach considers that every employee was hired there by merit and should, therefore, more to prove their relevance to the company. The main tactic in this alternative is doing nothing.

Evaluation of the alternatives

With the proposed solutions it is important to consider them critically to ensure the most efficient solution is selected for adoption (Nordmeyer, 2016). In assessing the alternatives, some factors to be considered in this include cost, effectiveness, the time required and resources required to successfully achieve alternative. Evaluation of the solution implies are that there logical reasoning can be utilized to ensure that the problem is fully understood, its implication and how the proposed solutions will help improve on that (Lorenzo, 2005).

By having a customized training program for the non-English employee, a cost incurred will be higher die to resources that will need to be mobilized for this to happen. The method is however effective in that it brings together all those who have been directly noted as having issues with the training and documents and also those struggling alone with the same issue.

The alternative of having session focused on those people who had indicated their trouble with the jargon of words used in the training and other related documents. This is a cost-effective way of solving the problem by putting all the focus only on those who had requested for the clarifications. However, this tactic indicates that the organization takes a reactive approach to dealing with specific issues as they arise as opposed to being proactive where anticipated issues are dealt with before their occurrence.

The option of assuming this problem comes at no direct cost regarding resources directly engaged in tackling this. In the short-term, all will seem to be well, but the long-term costs will be costly to the organization. It implies that the intentions of having the training were not meet if some section of employees could not follow the proceedings. The cost of employees not acting in the prescribed manner in the organization might affect the quality of goods or services offered by the organization.

Selecting the best alternative

For this scenario, the best alternative that I can choose is the one requiring rescheduling the training for the non-English employees. The choice will be informed on some factors such as effectiveness in improving the communication process, costs versus benefits and the long-term effects.

Implementing and Reflection

The training material will be restructured into a language that is comprehensible to this specific group of employees. The trainers will be sensitized on the need to tone down the use of jargons during the training sessions. The members will be reminded of the importance of the training, and the need to take is serious. The documents and company policies will be written in a simplified format for the non-English speakers to easily understand. For the long-term documents, they might be translated into other major that these employees easily understand. The critical component of communication process will be a key component that will be discussed. Communication cannot be successful if there exist barriers to the communication. One way that these employees can eliminate the barrier is by seeking clarification where necessary


The process of problem-solving applied, in this case, is a six-step that involves identifying the problem, analyzing it, coming up with options, evaluation of the options, making a decision, and implementation (Fischer, Greiff, & Funke, 2012). In this scenario, there is a communication break-down problem caused by the use of complicated word jargon making it difficult for some employees especially the non-English speaking to understand. The proposed alternative include; training for all non-English employees, training focused only on those who had been identified with issues and taking no action. The solution was decided to be on holding a customized training event for all the non-English employees.

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