2 Preface Have you heard the old cliché "There are no problems, only opportunities"? This might sound like pie-in-the-sky optimism to anyone stuck in the middle of a difficult puzzle or a stressful people problem. But by using the proven, logical problem-solving and decision-making system presented in this book, you can create opportunities from problems. This book will show your team how to rationally confront problems and systematically resolve crises. The decision-making methods you learn will help you break down touchy situations into component parts, which can be dealt with individually. By using the comprehensive system presented, you'll know how to define, unravel, analyze, and solve tough dilemmas and recurring foul-ups. Throughout this book, when you see the word "team," we simply mean this: a group of willing and trained individuals who are united around a common goal. We could be talking about: A natural work group An ad hoc meeting of concerned employees A management team