18 Solving Problems as a Team (2.5.7)

Problems are a regular part of life in every workplace. Some teams are formed to solve problems, while others face challenges during regular work. Whether the goal is to increase sales, reduce burnout, or improve performance, teams can be very effective problem solvers because they bring together various skills and perspectives.

But where should a team begin? One proven method is a structured, step-by-step process known as the Reflective Thinking Sequence, based on the work of philosopher John Dewey (Adler, 1996; adapted from McLean, 2005). This approach includes seven steps:

1. Define the problem
2. Analyze the problem
3. Establish criteria for a successful solution
4. Consider possible solutions
5. Decide on the best solution(s)
6. Implement the solution(s)
7. Follow-up to evaluate the results

Step 1: Define the Problem

The first step is to clearly define the problem. This helps the team focus and avoid confusion. If the problem is too broad, it may feel overwhelming; if it’s too narrow, the team may miss important details.

Example: At a company called Fan Favourites, the manager creates a team to investigate declining sales. A vague problem like “Sales are down” is too general. A more useful definition might be:

“Sales have dropped 4.5% over the past nine months, mostly due to a decline in edible product sales. Non-edible sales have increased slightly.”

This gives the team something specific to work with.

Step 2: Analyze the Problem

Next, the team investigates the root causes. Why are edible product sales falling?

• Kevin, who manages customer service, wants to know if there are common issues with product availability or the checkout process.
• Mariah, who manages products and purchasing, examines sales data to determine which items perform well or poorly.
• Suri, who handles data and marketing, studies customer behaviour and supply chain information.

Each person looks at the problem from their area of expertise.

Step 3: Establish Criteria for Success

The team agrees on what a good solution must achieve. For example:

• Customers need clear information about delivery times and product availability.
• The company must find ways to promote less popular edible items.
• The team should gather better customer data to understand preferences and improve service.

Step 4: Consider Possible Solutions

Each team member shares ideas:

• Kevin suggests improving the website to show real-time stock availability, offering small discounts, and free shipping for large orders.
• Mariah proposes hosting a focus group, offering discounts on similar products, and holding a sale on underperforming items.
• Suri recommends encouraging customers to complete surveys with a discount code and improving supplier reliability.

Step 5: Decide on a Solution

The team uses a cost-benefit analysis to compare ideas. They identify the most promising options:

• Kevin’s idea to update the website is high-cost but high-benefit.
• Mariah’s idea is to find new alternative products that are low-cost and potentially helpful.
• Suri’s suggestions for improving supplier relationships and getting better data offer long-term value.

Step 6: Implement the Solution

The team moves forward:

• Kevin gets approval to build the new website feature with delayed payment for the IT team.
• Mariah researches competitor products and works with suppliers to offer new variations.
• Suri negotiates with vendors to improve supply and pricing for popular items.

Step 7: Follow Up

After one month, the team reviews the results:

• Kevin’s update to the website reduced some customer questions but raised others. Overall satisfaction is unclear.
• Mariah’s new product variations are performing well, but more data is needed.
• Suri’s supply improvements helped, but some vendors left, and one experienced a disruption due to a fire.

Final Thoughts

Even though the problem wasn’t completely solved, the team made real progress. They learned what worked, what didn’t, and what to try next. This step-by-step approach helped the group stay organized, make informed decisions, and move closer to success. This structured thinking is essential for solving complex problems effectively in professional settings.

Attribution

This section was adapted from Chapter 17.3 “Team Problem Solving” in Fundamentals of Business Communication Revised (2022) and is used under a Creative Commons Attribution-ShareAlike 4.0 International License.

Reference

References are at the end of this chapter.