Discover the most sought-after problem-solving skills in the workplace

Mastering problem-solving skills is essential for achieving success at work and earning recognition. Whether you're addressing a technical issue, streamlining processes, or resolving team conflicts, effective problem-solving is key. In this article, we'll delve into essential workplace problem-solving skills – such as decision-making, diagnosing causes, and generating solutions – and practical tips to enhance these abilities. Learn how to approach workplace challenges efficiently and stand out in your role with strong problem-solving skills.

What are problem-solving skills?

Problem-solving skills aid in defining and resolving issues in different environments, from home and social situations to work and academic settings. The ability to problem solve effectively requires a suite of skills, including:

  • Critical thinking

  • Active listening

  • Decision making

  • Creativity

  • Time management

  • Communication

  • Analytical skills

  • Research

You'll often see problem-solving skills as a key requirement of most job vacancies. Spotting problems, identifying their cause, and forming solutions is an essential skill regardless of your role or industry. 

Some problems at work may also require technical skills related to the position or industry. For example, a software developer might need to debug code and troubleshoot technical issues, while a financial analyst may need to interpret complex data and develop financial models.

The 4 types of problems and how to approach them

Simply put, a problem is anything difficult to deal with, solve, or overcome. In the workplace, issues usually require immediate solutions, as ignoring them can cause them to escalate and become unmanageable. 

Addressing problems promptly is key to avoiding further complications, and problem-solving is a highly valued skill employers seek in potential candidates.

Problems can range from simple, everyday issues that can be resolved quickly to more complicated challenges that require deep, long-term thinking. The Cynefin Framework, by Dave Snowden in 1999 (Cynefin being Welsh for "habitat"), is a helpful tool for decision-making and categorising problems into four main types:

Simple

Simple problems are straightforward and have been solved many times before. The solution is often based on past experience – think of turning a malfunctioning device off and on again. Once identified as simple, the problem can be resolved quickly by applying known solutions.

Complicated

Complicated problems present a “known unknown” issue – you recognise the problem, but the solution isn't immediately obvious. For example, your company may need to build a software product (known) but lack the expertise to begin (unknown). In these cases, experts are needed to analyse the situation and determine the cause-and-effect relationships. With their knowledge, solutions can be worked out step by step.

Complex

Complex problems are more uncertain – an “unknown unknown.” You may only understand the situation in hindsight. In this case, taking action is necessary even if the solution is unclear. By trying different approaches and observing the results, a solution will eventually emerge through trial and error.

Chaotic

Chaotic problems are crises that demand immediate action, as the situation is unstable and unpredictable. Think of natural disasters or high-stakes product launches where the outcome is uncertain. The goal is to stabilise the situation as quickly as possible, converting the chaos into a manageable, complex problem. Acting swiftly, learning from the outcomes, and iterating solutions will help regain control and identify innovative ways forward.

By understanding these four types of problems, you can better assess and approach issues in a way that leads to practical solutions, even in the most challenging scenarios.

Examples of problem-solving skills

Successful problem-solving relies on a diverse set of skills. Here are key abilities you might use when addressing challenges in the workplace:

Critical thinking

Critical thinking is all about objectively analysing and evaluating information. This skill helps identify the root cause of an issue and develop a solution. For example, when problem-solving at work, you might use critical thinking to assess problems from different perspectives, question assumptions, and make well-reasoned decisions. 

Research skills

This doesn't just mean diving into research papers but instead gathering relevant information from various sources – whether it's industry resources, colleagues, or brainstorming sessions. Effective research helps you get to the root cause of a problem rather than just addressing its symptoms, guiding you toward a more informed solution.

Analytical skills

Analytical skills help you sift through research and information to spot trends and draw meaningful conclusions. These skills involve examining complex data sets and critically evaluating research to understand how it relates to the problem. By analysing this information, you can identify patterns and insights that lead to practical and effective solutions.

Creativity

Creativity in problem-solving means thinking outside the box and approaching challenges with an open mind. When dealing with problems where the solution isn't immediately clear, flexibility in brainstorming, researching, and drawing conclusions is essential. Embracing creative thinking helps you explore unconventional solutions and adapt to unique situations.

Decision making

You can research and brainstorm all you like, but if you can't decide on a solution, a problem may never be solved. Decision-making involves using the information you've gathered, along with your expertise and judgment, to choose the best solution. This skill also includes figuring out how to put the solution into action.

Communication

All forms of communication skills, including nonverbal communication, are critical for problem-solving. It would be an incredibly rare situation to identify and solve a problem on your own at work. More often than not, you'll need to share your findings, decisions, and solutions with others. Clear and effective communication ensures everyone is on the same page and helps drive collaborative problem-solving.

Additional problem-solving skills

Here are a few more skills essential for problem-solving:

The key stages of problem-solving

There are many types of problem-solving techniques. Organisations often use frameworks like Lean and Six Sigma to approach problems systematically. Lean focuses on streamlining processes and cutting waste, while Six Sigma uses data to reduce defects and improve quality. Combined, they offer an effective approach to solving complex issues.

Most problem-solving methods, whether Lean, Six Sigma, PDCA, or DMAIC, follow similar stages. While experienced individuals may navigate these steps instinctively, consciously applying them increases your chances of success.

1. Define the problem

The first step is clearly identifying the problem. Focus on the core issue rather than symptoms or peripheral distractions. Tools like flowcharts and cause-and-effect diagrams (Ishikawa or fishbone diagrams) are helpful for this. In DMAIC, this step corresponds to the Define phase, where teams clarify the scope of the problem and its impact on the business.

Review the current processes in detail: Who is involved? What tools are used? What's the time frame? Use this information to create a baseline understanding of the "current state" before developing a "future state" or ideal outcome.

2. Generate alternative solutions

Once the problem is well-defined, brainstorm multiple solutions. Don't evaluate ideas immediately – focus on generating as many viable options as possible. This is a critical stage in both Lean and Six Sigma, as it maximises the potential for an effective solution. In DMAIC, this step overlaps with the Analyse phase, where root causes are uncovered and potential solutions are explored.

You can employ tools like brainstorming, the 5 Whys analysis, or the Six Thinking Hats to encourage creative problem-solving. Consider building a road map to explore these alternatives, which ensures a structured approach without prematurely dismissing options.

3. Evaluate and select the best solution

Next, evaluate the potential solutions based on their feasibility, effectiveness, and alignment with the organisation's goals. Decision matrices or FMEA (Failure Mode and Effects Analysis) are great tools to assess risks and choose the most robust solution.

Consider whether the solution will fix the problem without causing unintended side effects, and ensure it aligns with the company's ethics, values, and long-term vision. This stage mirrors the Improve phase in DMAIC, where solutions are fine-tuned and tested.

4. Implement the solution with ongoing assessment

Once you've selected the best solution, implementation should be a collaborative process. Engaging all relevant stakeholders early helps to ensure buy-in and reduces resistance to change. In Lean and Six Sigma, this aligns with the Control (DMAIC) or Act (PDCA) phase, where solutions are implemented and processes are standardised.

After implementation, monitoring progress is vital to ensure the solution works as intended. Regularly assess performance by comparing actual results against expected outcomes. Key Performance Indicators (KPIs) or control charts can be used to track progress. Adjustments may be necessary, so remain flexible.

How to develop and improve your problem-solving skills

Enhancing your problem-solving skills can lead to better job opportunities, higher wages, and continuous career advancement. Regularly working on these skills is well worth the effort. Here's how you can develop and refine your problem-solving abilities:

Analyse the problem thoroughly

Before jumping into action, carefully analyse the problem and its context. Rushing in without a clear understanding can lead to misguided actions and negatively impact your effectiveness. A thoughtful approach helps you maintain control and demonstrates your ability to handle challenges calmly, positively affecting your reputation with colleagues and team members.

Collaborate with others

Discussing the problem and potential solutions with colleagues fosters a collaborative approach. Two (or more) heads are better than one, and leveraging diverse perspectives can lead to more robust solutions. Sharing fact-based decisions and ideas with your team helps build support and improves the quality of the solutions you implement.

Review past solutions

Look back at previous solutions you've implemented or those used by others. Analysing why past solutions worked or failed provides valuable insights for addressing current problems. Learning from past experiences helps you identify what strategies are likely to be effective and which ones to avoid in the future.

Practise problems

Once you're familiar with potential strategies, role-playing and practising problem-solving scenarios can further advance your skills. Create scenarios relevant to your industry or role and ideate potential solutions to evaluate their effectiveness. Regular practice with these scenarios can improve your ability to respond quickly and effectively when real problems arise at work.

Engage the right experts

Identifying and involving the right people is crucial for solving complex problems. Seek out colleagues with the relevant expertise and experience to provide valuable input. Engaging experts can accelerate problem-solving and ensure you consider all possible angles and solutions.

Become solutions-focused

While it's easy to spot problems, proposing solutions can be challenging. Shift your mindset to focus on finding solutions rather than dwelling on the problems themselves. Adopting a solutions-focused approach not only helps you concentrate on brainstorming and identifying viable options but also shows your colleagues and managers that you are proactive and committed to overcoming challenges. This positive attitude will boost your reputation as a problem-solver and support your professional growth.

Stay calm under pressure

Maintaining composure, especially in high-pressure situations, is essential. When faced with a problem, take a moment to step away – whether it's a short walk or a brief break from your desk. This pause allows you to clear your mind and approach the issue with a logical and collected mindset, leading to better outcomes than if you were to react impulsively.

How to demonstrate problem-solving skills in your CV

Like all transferable skills, you want to incorporate your problem-solving skills into your CV as this shows an aptitude for getting things done, overcoming obstacles, facing up to, and resolving challenges. Even if you're not actively looking for a new role, it's worth noting when you've identified and resolved obstacles that come your way by applying your problem-solving skills expertly.

But instead of just writing, “Excellent at problem resolution” or “Skilled when it comes to solving problems,” you want to quantify your assets to show results.

Options open to you, that can be customised to suit your achievements, include:

“Often sought after to turn around failing brands and businesses, transforming them into cohesive and smoothly run operations.”

“Adept at completing tasks to their logical conclusion and identifying the optimum way to solve complex problems.”

“Played an integral role in resolving a problem by successfully delivering a new mapping system which brought together all map data about the company's sites, network, and land.”

“Reviewing and improving on a process by listening to customer requirements and ironing out past discrepancies and problems.”

“Identified a £20 million revenue threat from customer DIY electronics in data centres with Ethernet access and generated techno-economic data analysis to recommend a solution.”

“Created demand for company products by understanding the need to adapt to changing circumstances and market dynamics to develop and apply flexible solutions.”

“An innovative Programme Manager experienced in pre-empting complex problems and seeking out definitive and innovative solutions.”

“Applied robust problem-solving and troubleshooting skills when carrying out aircraft checks, including refurbishment of cabin interiors and seats, mechanical work, removal and installation of aircraft components, and structural repairs.”

“Solved a recruitment shortfall by designing a rigorous selection process that secured high-calibre staff with the right balance of skills to guarantee project success.”

“Combatted problematic resistance from staff by cultivating productive working relationships and creating a programme that was clear, well communicated, easy to access, and scalable within a short period.”

Stand out with your problem-solving skills

To ensure your CV grabs the attention of a recruiter or prospective employer, you need certain qualities to pop off the page. Citing problem-solving skills, with tangible examples that demonstrate when and how you resolve problems, is important as it highlights that you're a force to be reckoned with and the type of employee who gets things done.

Are you demonstrating your excellent problem-solving skills within your CV so that they stand out and get you noticed by a potential employer? Here's the right solution - indulge yourself with a free CV review to start you on the road to job success.

This article was originally written by Elizabeth Openshaw and has been updated by Laura Slingo.

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