Makin’ It Work
Transitioning from Corrections to
Community and the World of Work
Lesson 6:
Defining Problems
Module III: Solving Problems Logically
7/13/2017
© 2008 by Steve Parese, Ed.D.
Words of Wisdom
“You can’t fix the
problem if you don’t
know what’s wrong.”
What do you get out of this?
How does it apply to you?
7/13/2017
Today’s Lesson
Today’s lesson will teach us how to
identify the real problem from BOTH
perspectives when we’re facing a tough
work-related situation.
1. Read story about Anna
2. Frame our own problem statements
3. Frame reverse problem statements
from the other point of view
4. Review & MiniQuiz
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Problem Solving Steps
1.
5. Choose
& Act
4. Choices &
Consequences
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3. Identify
Goal
2. Define
Problem
Problem Solving is like using a road map
when you’re lost in unfamiliar country.
Step 1: Stop & Think.
Pull over and consult the map.
Step 2: Define Problem.
Figure out where you are NOW.
Step 3: Identify Goal.
Figure out where you WANT to
be.
Step 4: Consider Choices & Consequences.
Weigh the pros and cons of all possible routes.
Step 5: Choose & Act.
Choose the best route to reach your
goal. Get back on the road.
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Problem Solving is like using a road map
when you’re lost in unfamiliar country.
Today’s lesson focuses on
Step 2: Define Problem.
Figure out where you are NOW.
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Anna’s Story 1
Let’s read along on page 35.
“Anna had a fairly normal life before
she got mixed up with meth…”
Questions after reading:
1. What Thinking Traps can you see Anna falling into?
2. What do you think about the advice her friends are giving her?
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About Problem Statements
Instead of just complaining, good
problem solvers learn to frame
problem statements that focus on what
is really wrong.
Using simple problem statements
helps us stay professional when
things are feeling very personal.
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2. Defining
….. Problem
Framing Good
Problem Statements
• Start with I and tell how you feel
• Explain the situation (just the facts)
“I feel ___________ because _____________________.”
EMOTION
SITUATION
“I am ___________ about _______________________.”
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Damon’s Problem Statement
Situation: Damon came in 15
minutes late one morning. His
supervisor tried to pull him aside, but
Damon played it off and acted like it
was no big deal. His boss ended up
yelling at him in front of his coworkers.
DAMON’S PROBLEM STATEMENT:
“I'm upset about the boss calling me out in front of my
friends when I was only 15 minutes late.”
Why is this a GOOD statement?
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Problem Statement Examples
Complete the examples on page 36
Situation #1:
Your kids have the day off from school. You’ve
left them at home with your teenage sister.
They’ve called you 6 times this morning
complaining that they’re bored.
“My kids are constantly calling me! How many
times do I have to tell them I can’t take
personal calls at work? Why can’t they just
watch TV? If they call again, I’m going to get in
trouble, I just know it!”
Write a Problem Statement:
“I am ________________ about ________________________.”
EMOTION
FACTUAL SITUATION
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Problem Statement Examples
Complete the examples on page 36
Situation #1:
Your kids have the day off from school. You’ve
left them at home with your teenage sister.
They’ve called you 6 times this morning
complaining that they’re bored.
Good Problem Statements:
”I am worried about getting in trouble if my kids
call me again today.”
"I feel aggravated because my sister isn't keeping
better control of my kids."
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Problem Statement Examples
Complete the examples on page 36
Situation #2:
You’re stocking shelves at a SuperCenter when an old
friend walks in. The two of you spend 15 minutes
laughing about old times, and get some angry looks
from your coworker. Later, he reports you to the
supervisor, who just tells you not to let it happen again.
“What is this? The third grade? If he has a
problem with something I did, why didn’t he come
to me about it instead of reporting me? That
chicken s--- will be lucky if I don’t smack him!”
Write a Problem Statement:
“I am ________________ about ________________________.”
EMOTION
FACTUAL SITUATION
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Problem Statement Examples
Complete the examples on page 36
Situation #2:
You’re stocking shelves at a SuperCenter when an
old friend walks in. The two of you spend 15 minutes
laughing about old times, and get some angry looks
from your coworker. Later, he reports you to the
supervisor, who just tells you not to let it happen
again.
Good Problem Statements:
"I feel ticked off because my coworker reported me
to the supervisor instead of coming straight to me.”
”I am worried about my coworker snitching on me
every time I do something wrong.”
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2. Defining
….. Problem
Framing Reverse
Problem Statements
Put yourself in the other person’s shoes.
Try to imagine how s/he would feel and why.
“I guess s/he is ___________ about ________________.”
EMOTION
SITUATION
“Maybe s/he feels _______ because _______________.”
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Damon’s Reverse Problem Statement
Situation: Damon came in 15
minutes late one morning. His
supervisor tried to pull him aside, but
Damon played it off and acted like it
was no big deal. His boss ended up
yelling at him in front of his coworkers.
REVERSE PROBLEM STATEMENT:
“I guess my supervisor was upset because I kind of
played it off when he tried to talk to me about being
late.”
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Reverse Problem Statement Examples
Complete the examples on page 37
Situation #1:
Your kids have the day off from school.
They’ve called you 6 times this morning
complaining that they’re bored.
Write a Reverse Problem Statement, considering the
situation from your children’s (or sister’s) point of view.
Reverse Problem Statement:
“I guess my kids are ____________ because _________________.”
EMOTION
FACTUAL SITUATION
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Reverse Problem Statement Examples
Complete the examples on page 37
Situation #1:
Your kids have the day off from school.
They’ve called you 6 times this morning
complaining that they’re bored.
Good Reverse Problem Statements:
”I guess my kids are bored because they've got the day
off school and nothing to do.”
"Maybe my teenage sister is overwhelmed trying to keep
control of my kids."
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Reverse Problem Statement Examples
Complete the examples on page 37
Situation #2:
You’re stocking shelves when an old friend
walks in. The two of you spend 15 minutes
laughing, drawing angry looks from your
coworker.
Write a Reverse Problem Statement, considering the
situation from your coworker’s point of view.
Reverse Problem Statement:
“Maybe my coworker is __________ about ___________________.”
EMOTION
FACTUAL SITUATION
7/13/2017
Reverse Problem Statement Examples
Complete the examples on page 37
Situation #2:
You’re stocking shelves when an old friend
walks in. The two of you spend 15 minutes
laughing, drawing angry looks from your
coworker.
Good Reverse Problem Statements:
"Maybe my coworker was upset about having to do more
than his fair share of the work.”
”I guess my coworker is nervous about what I might do if
he came straight to me."
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Anna’s Problem Statement
Anna was talking with the other women at Hope
House, getting ready for a job interview the
next day. Recall what she was feeling, and
why.
What is a good problem statement for her?
ANNA’S PROBLEM STATEMENT:
“I am __________about _______________.”
a. "I am confused about how to handle questions about my past in
tomorrow's job interview."
b. "I am worried I won't get Jenna back if I don't get a job right away."
c. "I am scared because I'm feeling the urge to use again."
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Group Activity
What about YOUR Problem Statement?
Think about a hot spot situation at work.
Write a brief description on page 37.
We will work together as a group to
create good Problem Statements for
your situations.
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KEY POINT #1
Identifying the real issue with a
problem statement keeps us
focused on resolving things,
instead of just complaining.
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KEY POINT #2
It is often easier to solve a
workplace problem when we
can see both points of view...
even if we disagree.
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MiniQuiz #6
Let’s complete the
MiniQuiz in the workbook
and review it as a group.
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√
Today’s Words of Wisdom:
“You can’t fix the problem if you
don’t know what’s wrong.”
How does this fit in with our lesson?
What is ONE THING you learned in this class that
you will remember after leaving?
7/13/2017