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Part 1: Identifying and Defining Problems
Soft Skills Review
Understand the problem-solving process.
1. What is a problem for an organization?
a.
b.
Choice made when faced with a set of alternatives
Difference between professional and line worker
c. Set of objectives or goals
d. Difference between current state and goal state
2. Which of the following should you not do when solving problems?
a. Define the problem
b. Accept the first solution
Work with problem owners and stakeholders.
c. Gather information
d. Make a decision
1. A person who is affected by a problem or needs to be involved to solve it is a:
a.
b.
stakeholder
crowdsourcer
c.
d.
motivator
risk taker
2. When solving a problem for someone else, which of the following should you not
do?
a. Let the stakeholders find their own solutions
b. Communicate your progress
Analyze problems.
c.
d.
Recommend alternative solutions
Demonstrate the benefits of solutions
1. The first step in problem solving is to:
a.
b.
make a decision
describe the problem-solving traps
c.
d.
identify shortcomings
communicate your progress
2. Which of the following is a primary resource of information about a problem?
a. Observation
b. Web site
Develop effective problem statements.
c.
d.
Magazine article
Organization files
1. The purpose of a problem statement is to:
a.
b.
determine the cause
assign responsibility
c.
d.
define the solution
describe a single problem objectively
2. A statement such as “Plans to add tours, develop our Web site, and expand staff
are now on hold until we can solve this problem,” is an example of:
a. defining the ideal situation
b. identifying the consequences
Determine causes.
c.
d.
describing the symptoms of the problem
describing the size and scope of the problem
1. What do you do when using the 5 Whys technique?
a.
Identify You, Yourself, Yours, Youth, and Yield c.
b.
Draw a fishbone diagram
d.
Ask why and challenge the answer with another why
five times
Limit yourself to five questions
2. What does a Cause and Effect diagram show?
a. Who is causing a problem
b. Many solutions for a complicated problem
Simplify complex problems.
c.
d.
Many causes for a complicated problem
The root cause of a problem
1. An effective way to deal with a complex problem is to:
a.
b.
break it down into smaller problems
describe its size and scope
c.
d.
build your confidence for solving it
assign it to someone else
2. After identifying sub problems, you should:
a. sort or rank them
b. use the 5 Whys technique
Identify and manage problem risk.
c.
d.
brainstorm
focus on the main problem
c.
d.
a way to react to a problem
a way to solve a problem
1. What is risk?
a.
b.
a random form of success
exposure to the possibility of loss or damage
2. What type of solution should you seek when solving problems?
a. one with low risk and high reward
b. one with low risk and low reward
Avoid common problem-solving traps.
c.
d.
one with high risk and high reward
one with high risk and low reward
1. Which of the following is a common problem-solving trap?
a.
b.
Bandwagon effect
Not in My Backyard syndrome
c.
d.
Office Politics pitfall
Wild West mentality
2. Which of the following is not a symptom of overconfidence?
a.
Underestimating the length of a task
b. Asking trusted coworkers for their opinions
Technology @ work: Crowdsourcing
c.
d.
Overestimating the chance that something
you want will occur
Being overly optimistic about your decisions
c.
use overseas workers to perform tasks
d.
use groups to solve problems
1. Crowdsourcing is a way to:
a.
b.
use proven time-management techniques to
solve problems
reduce risk and increase rewards
Part 1: Identifying and Defining Problems
Soft Skills Review
Understand the problem-solving process.
1.
a.
b.
What is a problem for an organization?
Choice made when faced with a set of alternatives
Difference between professional and line worker
c. Set of objectives or goals
d. Difference between current state and goal state
2. Which of the following should you not do when solving problems?
a. Define the problem
c. Gather information
b. Accept the first solution
d. Make a decision
Work with problem owners and stakeholders.
1.
a.
b.
A person who is affected by a problem or needs to be involved to solve it is a:
stakeholder
c. motivator
crowdsourcer
d. risk taker
2. When solving a problem for someone else, which of the following should you not do?
a. Let the stakeholders find their own solutions
c. Recommend alternative solutions
b. Communicate your progress
d. Demonstrate the benefits of solutions
Analyze problems.
1.
a.
b.
The first step in problem solving is to:
make a decision
describe the problem-solving traps
c.
d.
identify shortcomings
communicate your progress
2. Which of the following is a primary resource of information about a problem?
a. Observation
c. Magazine article
b. Web site
d. Organization files
Develop effective problem statements.
1.
a.
b.
The purpose of a problem statement is to:
determine the cause
assign responsibility
c.
d.
define the solution
describe a single problem objectively
A statement such as “Plans to add tours, develop our Web site, and expand staff are now on hold
until we can solve this problem,” is an example of:
a. defining the ideal situation
c. describing the symptoms of the problem
b. identifying the consequences
d. describing the size and scope of the problem
Determine causes.
2.
1.
a.
b.
What do you do when using the 5 Whys technique?
Identify You, Yourself, Yours, Youth, and Yield c. Ask why and challenge the answer with another why
five times
Draw a fishbone diagram
d. Limit yourself to five questions
2. What does a Cause and Effect diagram show?
a. Who is causing a problem
c.
b. Many solutions for a complicated problem
d.
Simplify complex problems.
1.
a.
Many causes for a complicated problem
The root cause of a problem
An effective way to deal with a complex problem is to:
break it down into smaller problems
c. build your confidence for solving it
b.
describe its size and scope
2. After identifying subproblems, you should:
a. sort or rank them
b. use the 5 Whys technique
Identify and manage problem risk.
1.
a.
b.
What is risk?
a random form of success
exposure to the possibility of loss or damage
d.
assign it to someone else
c.
d.
brainstorm
focus on the main problem
c.
d.
a way to react to a problem
a way to solve a problem
2. What type of solution should you seek when solving problems?
a. one with low risk and high reward
c. one with high risk and high reward
b. one with low risk and low reward
d. one with high risk and low reward
Avoid common problem-solving traps.
1.
a.
b.
Which of the following is a common problem-solving trap?
Bandwagon effect
c. Office Politics pitfall
Not in My Backyard syndrome
d. Wild West mentality
2.
a.
Which of the following is not a symptom of overconfidence?
Underestimating the length of a task
c. Overestimating the chance that something
you want will occur
b. Asking trusted coworkers for their opinions
d. Being overly optimistic about your decisions
Technology @ work: Crowdsourcing
1.
a.
b.
2.
a.
b.
Crowdsourcing is a way to:
use proven time-management techniques to
solve problems
reduce risk and increase rewards
c.
use overseas workers to perform tasks
d.
use groups to solve problems
The most successful crowdsourcing examples involve:
volunteer efforts where the results are provided c. products that have specific, limited appeal
for the common good
persuading customers to purchase services
d. high company profits with low crowd
compensation

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