493 43 Problem-solving skills K e y co n c e P t s a n d t e r m s Occam's razor Problem solving L e a r n I n g o u tcom e s On completing this chapter you should be able to define these key concepts. You should also understand: How to improve problem-solving skills How to solve a problem introduction Problem solving is a constant feature of life in organizations and elsewhere. A logical approach is desirable but this is not easy ­ the situations where problems have to be solved are often messy, with conflicting evidence, lack of data and political and emotional issues affecting those involved. But even if it is not possible to apply neat, logical and sequential methods, the principles of getting and analysing what information is available, considering alternatives and making the best choice based on the evidence, an analysis of the context and an assessment of the possible consequences, remain the same. Problem solving Problem solving is the process of analysing and understanding a problem, diagnosing its cause and deciding on a solution that solves the problem and prevents it being repeated. You will often have to react to problems as they arise, but as far as possible a proactive approach is desirable, involving anticipating potential problems and dealing with them in advance by taking preventative action using the normal approaches to problem solving set out below. Proactive problem solving may require creative thinking.